Customer Care Coach with German&English

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.

Take the first step towards your dream career
Remote (Working from home)

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements:

- Excellent English & German verbal and written communication skills
- Strong interpersonal skills and customer handling skills
- Excellent planning, priority and time management skills
- Strong problem-solving skills, analytical thinking & data evaluation skills
- Minimum 12 months working in Customer Care role or equivalent

Desirable Requirements:

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

Join us as a Customer Care Coach on our team in Bucharest to do the best work of your career and make a profound social impact.

What you’ll achieve
As a Customer Coach, 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:

- Analyze Customer Satisfaction Survey responses and customer comments on weekly basis, identify and report root cause of dissatisfaction
- Perform regular Case Audits in agreed form to monitor Customer Care Agents’ quality of work in terms of Case Management, Process Knowledge, Communication Skills & Customer Handling Skills
- Assess Customer Care Agents’ ability to meet business requirements in terms of quality, identify areas for improvement and implement strong coaching plan
- Intensively support new hires released from training with targeted coaching during their ramp up period, ensure complex understanding of Customer Care processes
- Conduct refresh trainings on processes, changes, trends and soft skills as needed based on observations, quality analysis, audits, feedback etc.

If a customer has a question or experiences a problem with Dell Technologies order for a product or service, the Customer Services team has the knowledge at their fingertips to answer their questions – by phone, email, or online. Building great relationships with customers, we make a real difference. We also establish the systems that provide solutions to questions and problems. We support sales team by developing and maintaining positive customer relations, which can substantially affect service and/or product revenue(s). What’s more, we report issues to design departments to make sure Dell Technologies continues to provide products and service that are better than ever.