Job Location : Hyderabad
Designation : Customer Care Associate
Experience Required : Freshers
Eligibility :
Any 2015 Fresher who has graduated from a regular 3 years course
No backlogs in Graduation
Skills Required :
- Strong telephone etiquette skills.
- Experienced verbal and written communication skills.
- Good knowledge of Dell products, customer service, policies and procedures.
- May require advanced industry/ internal certifications applicable to role.
- Begin to develop Sales skills
- Solid computer skills.
- Complex problem solving skills.
- Ability to articulate and simplify customer issues and solution.
Job Description :
- Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
- Facilitates customer order fulfillment.
- Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions. Provides direct product/service advice and guidance to customers.
- Identifies, researches and provides input on unique or recurring customer problems.
- Remains knowledgeable of Dell’s product line, current industry products and technologies.
- Focuses on delivering a positive customer experience according to Dell standards.
- Monitors and tracks issues to ensure accurate resolution.
- May be involved in revenue generation activities with current Dell customers.
- Responsible for selling a defined set of products and services
- Identify customer needs / requirements and recommend solutions.
- Reviews and distributes pertinent cross-functional information.
- Escalates more complex customer technical issues to senior level support.
- Fields inbound contacts (voice/email, etc.) for both internal and external customers.Responsible for pre-sales and/or post-sales service to customers
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