Customer Care L2 (Agent)
Provides post-sales escalation resolution, direct advice and guidance on escalated customer issues and procedural information and training for peers Negotiates with customer using various tools and techniques provided by Dell and monitors and tracks issues to ensure accurate resolution Influences process improvement towards defect elimination Manages the end-to-end shift report in addition to leading shift turnover calls Must be able to work under limited supervision with little direction from management and adheres to administrative policies and escalation procedures
Join us a Customer Care L2 (Agent) on our Customer Services team in Casablanca to do the best work of your career and make a profound social impact.
What you’ll achieve
As a Customer Services Analyst, 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.
Support our internal and External customers via the different Care Channels ( phone, emails, Fusion ; SFDC …. )
Collaborate with other departments to minimize the conflict situations and find out the best solutions for our customers.
Take over the sensitive, complex customer issues, Escalation & be responsible for providing direct advice and guidance on escalated customer issues.
Review and distribute cross functional information and process updates & work on regulation & documentation exceptions
Identify and understand customers satisfaction drivers and provide, set appropriate actions and provide continuous assistance.
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
12 months minimum Tenure on Customer Care Role
Operational excellence for the last 4 quarters
Fluent communication in English and French
Middle East & Africa Strong Customer Care Process Knowledge
Good presentation skills
Good time management and ability to prioritize & deal with multiple requests/tasks
Strong knowledge of Care tools (SFDC Lightning, GII, Delta ,FSR, Omega, Fusion, etc.)
Here’s our story; now tell us yours
Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.
What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.
We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.
You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .
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 Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .