Dell Senior Analyst, Customer Services in Xiamen, China
Senior Analyst, Customer Services
Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a senior Analyst on our Customer Care team in Xiamen.
If a customer experiences a problem using a Dell product or service, the Customer Services team has the knowledge at their fingertips to answer their questions – by phone, email, chat or online. Building great relationships with customers, we make a real difference. We also establish the systems that provide solutions to questions and problems. What’s more, we report issues to design departments to make sure Dell continues to provide products that are better than ever. To keep up with constantly evolving technology, the team is fully trained whenever a product is upgraded or launched.
The key responsibility is critical customer issue management, co-with cross function team on issue fixing, drive operation excellent to meet the team’s target.
Compliance to all processes outlined by the Business Process team for all lines of business, this includes compliance to handle time as well as any legal or business practice compliance that would be required
Understand and modify own action to meet the individual KPI
Receive complicated escalation from internal or external and provide appropriate solution/service level attainment
Coordinate internal function team on issue resolution and root cause deep dive for prevention
Engage with sales or other functional team lead for regular relationship and alignment
Timely feedback the problem/suggestion and question which involve system/procedure/script/product/training/environment/KPI and so on to the team manager
Take lead team initiative/project on operation for Care standardization/tool deployment, closely working with different department for process improvement
Bachelor degree or higher, preferable in engineering or IT. Relevant master degree will be an advantage
Min. 5 years working experience on customer service.
Excellent command, communication and presentation skill
Perfect experience on crisis management
Process improvement or project management experience with hand-on experience on problem solving tools/methodology such as 5C, 6 sigma, BPI, PMP etc is preferable.
Flue in English and Mandarin listening, speaking and writing
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you’re keen to provide the world-class customer service that underpins world-class products, this is your opportunity to develop with Dell.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .