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Dell Customer Services Analyst in Bayan Lepas, Malaysia

As an Analyst, Customer Services, you would be responsible to provide high level of customer experience by supporting these customers on order status, missing wrong damage, customer returns and customer escalation issues.

This involves working closely with the various departments like Sales, Technical Support, Manufacturing, Logistics, Online, Finance etc. internally. You would work very closely with consultants & managers of multiple segments to ensure the highest level of customer experience and retention scores.

Job Responsibilities

  • A problem solver, to help team members to resolve their challenges and issues.

  • To work with customer care coach on skill sets improvement if required.. To transpire knowledge learned from customer care trainer and applied them in his / her job.

  • To own and manage operation issues such as escalation before the it goes to the Manager.

  • To process daily deliverable that relates to Order Status, Missing Wrong Damage or Return, and other customer concerns

  • To troubleshoot, analyze and source an optimal solution to resolute on customer raised inquires, complaints or concerns.

  • Having customer service experience either on phone, email, chat or combination of systems.

  • To manage customer escalations on the highest priority

  • To work with coach and manager for solutions thereby providing periodical updates.

  • To engage with external vendors such as courier services, contracted service providers to propose solutions for customer.

  • To liaise with boundary support teams to work on process improvement, efficiency enhancement & results sustainability

  • To interact and work with other region Customer Care teams and the APJ PMO teams on WW / regional projects.

  • Be responsible for setting realistic customer expectations in order to meet or exceed customer satisfaction index

  • To verify and investigate customer's grievance, coming up with root cause analysis within specified time frames

  • To prepare daily/weekly performance reportsĀ· Fully responsible for customer care department key performance indexes.

Job Requirements

  • At least 4 to 5 years of relevant experience in handling customer service.

  • Strong leadership behavior and drive for results.

  • Excellent telephone and communication skills

  • Ability to communicate to all levels within an organization.

  • Strong customer service ethic and ability to be empathetic and accept ownership.

  • Well-developed problem solving skills.

  • Goal/Career oriented and self-motivated.

  • Able to work under pressure with minimum supervision.

  • Fluent communication (written and verbal) in English

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