Customer Services Specialist null

Job Summary

As a Customer Service Specialist, you will be the customer’s advocate, ensuring sophisticated issues are dealt with quickly and effectively, while skillfully managing expectations. You will become a specialist in Dell Technologies products, solutions and capabilities, experimenting with new innovations and discussing established methodologies with your team.

Responsibilities

• A problem-solver, to help team members to resolve their challenges and issues. To coach team members for skill sets improvement if required. To standardize training processes across CARE team members.
• Leadership in managing operational issues and escalation before the escalation goes to the Manager. Managing issues related to Order Status, Missing Wrong Damage or Return, and customer escalation in both phone and email systems.
• Manage customer escalations on the highest priority and work with Accounts / Sales Manager for solutions and update management.
• Engage with External Vendors - Forwarder and Services Provider to solve customer issues.
• Engage with other departments (e.g: Sales, Logistics, Technical Support, etc) to work on process improvement. Interact and work with other Region Customer Care teams and the APJ Project Management Office teams when the need arises. Responsible for setting realistic customer expectations, and meetings.
• Verify and investigate customers' complaints and drive for resolution
• exceeding these expectations. within specified time frames. Prepare daily/weekly performance reports.
• Fully responsible for Customer Satisfaction and feedback for improvement.

Requirements

• At least 1 - 2 years of relevant experience in handling customer service - Email experience will be an added advantage. (Fresh graduates are encouraged to apply).
• Strong leadership behaviour and drive for results. Excellent telephone and communication skills -Thai and English Languages.
• Ability to communicate with all levels within an organization. Strong customer service, ethics and ability to be empathetic and accept ownership.
• Well-developed problem-solving skills.
• Goal/Career is oriented and self-motivated.
• Able to work under pressure with minimum supervision.
• Ability to speak fluently in English and Bahasa Malaysia.