Dell – Customer Services Manager
Position Summary:
- Oversees the support of customers encountering problems using the company’s products.
- Supervises representatives that are answering Customer Technical or Customer Care inquiries, primarily over the telephone, e-mail, chat, or online.
- Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments.
- Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
- Analyzes and responds to operational, productivity and customer satisfaction data.
- Works with various departments to meet maintenance services sales goals. Works with the team /customers and/or distributors to receive accurate account of equipment failures and provides reports to leadership. Focus of work may be in pre-sale, post-sales or both.
Key Responsibilities:
- Develops team’s leadership capabilities.
- Manages and resolves highly complex customer service issues.
- Provides direction and oversight to less experienced leaders
- Strong Operational skills to drive a Balanced score card based on short term and Long term priorities as defined by the Organization.
- Responsible for attracting, hiring and retain talent within the team. Achieve short and long-range business objectives through the development/planning, performance management and coaching of team members .
- Responsible for leading highly complex diverse teams including multiple regions and locations. Independently build relationships with Stakeholders and Cross functional teams to enable team performance to build best in class customer support.
- Drives process improvements to enchance the operational efficiency of the site, including new strategies and procedures focusing on delivering a best in class customer experience and resolutions according to Dell standards.
- Ability to effectively and efficiently communicate with Executives and Senior levels of Leadership across various organizations.
- Strong Program management and analytical skills.
- Responsible for driving and delivering key performance indicators.
Desired Experience/Skills:
- Advanced leadership and team building skills.
- Business level Japanese communication skill: JLPT 1 or equivalent (Reading/Writing/Speaking)
- Business level English communication skill: TOEIC 800 or equivalent (Reading/Writing/Speaking)
- Advanced project management skills.
- Comprehensive knowledge of product lines, technical knowledge, customer care, sales and policies and procedures.
- Extensive customer service skills.
- Advanced in developing and leading a team to deliver key business results. Understanding of business environment: Ability to prioritize projects and deliverables.
- Ability to influence others to achieve results
Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here.
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. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here.
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