Dell Hiring Freshers 2015 in Hyderabad As Customer Care Associate
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Job Location: Hyderabad
Experience: Freshers
Job Category: BPO | Call Center | Customer Service
Job Position: Customer Care Associate
Qualification: Any 2015 Fresher who has graduated from a regular 3 years course.
Eligibility Criteria:
- Flexible to work in night shifts
- No backlogs in their Graduation
Job Description:
- Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary.
- Maintains direct contact with customers before and/or after the sale. Answers questions about installation, operation, configuration, customization, and usage of assigned products and also responds to customer service inquiries regarding company products, features and/or services.
- Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, etc.). Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
- Documents problems in the support solution database for diagnostics and solution implementation. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).
- Works with various departments to meet maintenance services sales goals.
- Works with customers and/or distributors to receive accurate account of equipment failures, and provides reports to leadership.
- Focus of work may be in pre-sale or post-sales or both.
Job Responsibilities:
- Assists customers by diagnosing problems and providing resolutions for technical service or care issues.
- 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.
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
- 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.
- 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.
Desired Skills:
- 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.
How To Apply: Apply For This Job.