Customer Care Coach with Dutch

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Angajator: Dell Technologies
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Job la nivel national
    Actualizat la: 21.02.2021
    Scurta descriere a companiei

    Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We believe in working together to build a brighter future, celebrating the entrepreneurial spirit that lives inside us all, and marrying innovation with action. Dell is proud to offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.


    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 Dutch & English 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.

    Alte informatii

    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.