Dell Sr. Customer Services Representative in Cairo, Egypt
Why Work at Dell?
Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.
Communicates with Dell internal and external customers (Renewal Sales, Customer support and Field Support teams). Contract entitlement checking, researches customer entitlement disputes, quoting and invoicing customers for time and materials. Follows call handling procedures to ensure excellence in customer service. Provides post-sales escalation resolution, direct advice and guidance on escalated customer issues and procedural information and training for peers. Negotiates with customer using various tools and techniques provided by Dell and monitors and tracks issues to ensure accurate resolution. Has strong written and oral communication skills. Builds collaborative relationships. Has strong problem solving and analytical thinking skills. Capable of learning new processes, procedures, and applicable tools. Follows and adheres to policies, procedures and standards relating to job role. Has the aptitude to learn quickly in a dynamic environment. Follows call handling procedures to ensure excellence in customer service. Must be able to work under limited supervision with little direction from management and adheres to administrative policies and escalation procedures.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Create, perform entitlement check, and update service requests
Route service requests to appropriate product support teams
Interface with Global support teams and Field personnel
Maintains strong internal and external customer relationships
Implement escalation procedures to resolve issues based upon contracted level of service
Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.
Performs other duties as required by supervisor
2-5 years of experience
Full fluency in English and/or other European Language is a must (French, Italian, German, Spanish,…)
Attention to details.
Strong technical aptitude.
High level of responsiveness and time management
Strong Analytical skills