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Customer Service Advocate 2 – German

06/07/2018

Job Description

Customer Service Advocate – German Speaking

Competitive salary

Ovens, Cork

Dell is a collective of customer-obsessed, industry-leading visionaries. We believe that technology is essential for driving human progress, and the technology we provide transforms the way we all work and live. But we are more than a technology company — we are a people company. We recognize that over 100,000 employees across six continents have different interests and aspirations. We inspire, challenge and respect each and every one of them, every day. And we provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Customer Service Advocate on our Account Services Management team in Cork.

 

If a customer experiences a problem using a Dell 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 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.

Key Responsibilities

  • Ensures contractual service support requirements are understood and managed.
  • Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
  • Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
  • Presents operational and service level reports and explains service level support available to internal or external customers.
  • Administers and manages the configuration of process related tools, reporting tools, and associated technologies. Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
  • Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
  • Provides point of contact for process related questions or issues and facilitates process related meetings.

Essential Requirements

  • Being able to take ownership of high severity cases and manage escalations with minimal to no supervision (knowledge of the official Dell EMC escalation process is preferable)
  • Setting up and leading customer and internal calls
  • Confident presentation skills
  • Typically requires 3+ years of related experience in a professional role with a Bachelor’s degree; or an advanced degree without experience; or equivalent experience
  • Candidate should be willing to carry a company mobile phone.
  • Candidate should be willing to travel if required.
  • Language skills: Native German and English

 

Desirable Requirements

  • May require relevant product certification
  • ITIL certification
  • Experience in managing escalations

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

 

Apply now!

 

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

 

To apply for this position follow the link : DELL

For assistance on arrival in English, Spanish, Italian and French contact our colleagues at EazyCity www.eazycity.com

 

 

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