Dell analyst, customer services in Xiamen, China

Supporting GC T1 Sales Representative in order support queries such as Order Status, Document and Information Requests and others

Managing customer escalations on the highest priority and work with Account / sales manager for resolution.

Engage with other departments - e.g.: Sales, GRO, BOS, Logistics, Order Processing team, Technical Support etc. on issue resolution.

Responsible for setting realistic customer expectations, and meeting or exceeding these expectations.

To verify and investigate into customer's complaints and drive for resolution within specified time frames

Fully responsible for Customer Satisfaction and feedback for improvement.

  • Own setting correct expectations and all follow up communications of status to the requestors

  • Handle in Place/Resolve in one where appropriate.

  • Fluent in Mandarin and English

  • Sales support background is highly required

  • Self-motivated, Proactive and ready to take on challenges

  • Strong Communication skillset

  • Regular Stakeholders engagement is required in this role

3 to 5 years of relevant experience in handling customer service - Email experience will be an added advantage

1 year of customer care experience would be added advantage.

Proactive, self-motivated and strong leadership in driving issue to resolution

Ability to communicate to all levels within an organization

Well-developed problem solving skills

Flexible - Able to work under pressure with minimum supervision