Analyst - Customer Services

Customer Services Analyst

If a customer experiences a problem using a Dell Technologies 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 Technologies 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.

Join us as a Customer Services Analyst on our Digital Fulfillment Operations team in Remote India to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Customer Services Analyst, you will be the customer advocate, ensuring complex issues are taken care of quickly and efficiently while providing the best customer experience. You will become a specialist in Dell Technologies products, solutions and capabilities, experimenting with new innovations and discussing best practices with your team.

You will:

• Receives customer requests via email related to quote requests, SKU requests, PO processing, returns, order status, exchanges and other generic queries.
• Provides tier 1 or tier 2 level support in the inbound, outbound or specialty queues within DTA disty ops business
• May identify opportunities for process improvements that help the business achieve the business metrics.
• Solves complex customer issues and escalations. Ability to provide coaching and feedback to new hires/entry level staff
• Focused on delivering a positive customer experience during each interaction as per Dell standards

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

• Strong knowledge of products, customer service, policies and procedures
• Complex problem-solving skills
• Ability to articulate and simplify customer issues and solution
• Strong communication skills and phone etiquette

Desirable Requirements

• Bachelor’s degree or equivalent
• Prior exposure in a customer-facing role, providing remote IT support