Dell Hiring Freshers 2015 in Hyderabad As Customer Care Associate

Company Name: Dell

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.