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19/04 Deepak. A
Talent Acquisition Analyst at Dell

Views:242 Applications:15 Rec. Actions:Recruiter Actions:0

Dell - Customer Support Associate (0-3 yrs)

Hyderabad Job Code: 5252

Job Overview:

Responsible for providing telephone/email/chat support to customers.

Maintains direct contact with customers before and/or after the sale. Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, etc.).

Documents problems in the support solution database for diagnostics and solution implementation. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).

Works with various departments to meet maintenance services sales goals. Works with customers and/or distributors to receive accurate account of equipment failures, and provides reports to leadership. Focus of work may be in pre-sale or post-sales or both.

Job Responsibilities:

- Responds to customer via e-mail/chat, online, social media and phone. Facilitates customer order fulfillment.

- Assists customers by diagnosing problems and providing resolutions for care issues.

- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.

- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. Provides direct product/service advice and guidance to customers.

- Identifies, researches and provides input on unique or recurring customer problems.

- Remains knowledgeable of Dell's product line, current industry products and technologies.

- Focuses on delivering a positive customer experience according to Dell standards.

- Monitors and tracks issues to ensure accurate resolution.

Candidate Requirement:

- Strong telephone etiquette skills.

- Experienced verbal and written communication skills.

- Good knowledge of Dell products, customer service, policies and procedures.

- May require advanced industry/ internal certifications applicable to role.

- Begin to develop Sales skills

- Solid computer skills.

- Complex problem solving skills.

- Ability to articulate and simplify customer issues and solution.

Educational Qualification:

Any graduate.

Undergraduates or Post Graduates with 12 months international calling experience/24 months of domestic calling experience

LOOKING FOR IMMEDIATE JOINERS!!

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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