French Customer Service Specialist

General Summary

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We 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.

This role involves working as part of a global team responsible for proactive customer service. The primary responsibility of this role is engaging with customers or DELL EMC field representatives around the world by phone, email and chat to coordinate/schedule remote maintenance activities. This is a non-technical role that will require working with a large volume of requests simultaneously and coordinating technical engagements with local/remote resources.

Principal Duties & Responsibilities

• Follow documented process and procedures.
• In the absence of a documented process to apply good logic to the case to ensure its resolution.
• Contacting a range of DELL EMC’s customers ranging from smaller local business to global corporations.
• Influence customers into providing the required timeframes to complete remote maintenance activities.
• Interact and build professional relationships with these customers all the while selling the benefits of our department
• Ensure good ownership and follow-up on high priority Field Change Orders (FCO’s).
• Identify process gaps and improvement opportunities and develop a resolution for your management team.
• Work with a ticketing system, taking a high volume of cases, from oldest to newest while managing a backlog of your existing cases.
• Working in a shared inbox, taking ownership of customer emails and reaching out to offer the required service.
• Working closely with other EMC internal departments to ensure efficient case handling.
• Making yourself available for projects and training while maintaining your daily workload.
• Once established, serve as a mentor for new hires.
• Proactive and follow up communication to customers.
• Coordinate the assignment of tasks to local/remote resources.
• Work to quarterly deadlines and targets.

Skills

• Communication and interpersonal skills.
• Ability to instill a sense of calm in a sometimes chaotic environment.
• Customer Focus and Accountability.
• Multitasking (email/phone/chat).
• Strong working knowledge of MS Outlook and other office applications.
• Ability to execute in a team environment and on own initiative.
• Fluency in English and French (written & spoken) required.