Dutch/ Swedish/ Norwegian/ Danish/ Finnish - Customer Care Agent

Short company description

For more than 25 years, Dell has provided technology solutions to customers that improves their productivity, enhances their lives and meets their distinct needs. Headquartered in Round Rock, Texas, Dell has framed its business around the customers it serves, from the world’s largest and most demanding businesses and public sector organizations, to small and medium businesses, to consumers worldwide. Recognized for its ability to provide customers personalized, built-to-order technology through direct, online and retail channels, nearly 80 percent of Dell’s $54 billion in revenue is driven by enterprise products, services and solutions it delivers to businesses and organizations. Dell’s 101,000 employees worldwide are deeply committed to corporate responsibility. The company ranks among Working Mother Magazine’s 100 Best Companies and ranked second among Newsweek’s Greenest Big Companies in America.

At Dell, we promote an environment that thrives on innovation. To deliver effective solutions that meet customer challenges, Dell focuses on pivotal standards that drive future technology innovation. Each year, Dell honors the outstanding inventors among its employees.
Join DELL now, apply via

http://www.dell.com/content/topics/global.aspx/corp/careers/gateway/portal?c=us&l=en&s=corp.

Requirements

Skills required:
• High-level fluency in English and one of the other languages: Dutch, Swedish, Norwegian, Danish and Finnish - both written and verbal
• Strong verbal and written communication skills
• Demonstrate problem solving, organizational and solid communication skills
• Good call/ email handling skills
• Basic analytical skills
• Experience in Outlook, Excel
Abilities:
• Excellent Customer Focus
• Patience and empathy in conflict situations
• Strong team player - enthusiastic, with the ability to self-motivation in pressurized environment.
• Drive for results and processing accuracy and quality of work
• Strong interpersonal skills, ability to work and manage the variable workload Familiarity with own agent reports - actual to targets

Responsibilities

Main Duties and Responsibilities:
• Service the Customer and Fix the Customer's Issue.
• Deliver results against pre-determined target metrics that measure individual, team and business performance.
• Set realistic expectations with the customer and to deliver on those expectations every time.
• Manage open customer cases until final resolution and own the customer issue and understand the customer needs
• Manage daily in-bound customer calls and emails to support pre-sales and post-sales service to customers in line with target service levels expectations set
• Manage escalations per the company process, keeping the customer informed and act on behalf of the customer with other Dell departments to ensure satisfactory closure of all issues
• Be clear on how we want the customer to feel following their contact with Dell - important, reassured, impressed, delighted and looked after
• Ensure the proper handling of unusual or problematic situations
• Enhance the value of the positive customer experience through the knowledge, factual information and advice imparted