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