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

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