Dell Advanced Resolution Group Specialist (Dutch Speaker) in Casablanca, Morocco
Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell’s customers by resolving their complex IT issues? Within Dell Services , we are looking for an Advanced Resolution Group Specialist to join our remote technical assistance team in Casablanca , as well as providing telephone and email assistance to our European customers as part of the Dell Global Service Desk.
Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.
The role of the Advanced Resolution Group Specialist is to ensure Full Ownership and provide resolution to formal customer complain submitted via different channels (E-Mail, Website, Mail, third party) to Dell ELT, VPs, Executives, Director, Legal, Public Relations, Investors relational, Legal and Social Media and provide Close Loop corrective action by conducting Root cause and deep dive analysis
Act as a single point of contact between Dutch Consumer and Basic technical support customers and Dell and track escalated issues based on end to end individual case/Escalation management basis
Resolve issues escalated from our Partner or distributor to Dell, directors, Exec, VP's and communicate Escalation update and progress on standard written to Senior Management
Monitor, update and track issues to ensure satisfactory resolution on a full ownership basis using various databases (e.g. Fusion, Delta, GII… )
Liaise between customers and cross-functional staff within Sales, Technical Support, Customer Care and Logistics service departments
Root Cause Analysis on a daily basis to identify causes of escalations and help implementing preventative actions to enhance customer experience
Act as a referee between Dell and the Customer by being fair to both and keeping in mind our terms and conditions and offer assistance to all Dell employees who have difficulty in finding a solution for our customers through the Local Escalations process
Act on quantitative and qualitative analysis and data trends and develop and deliver key initiatives to improve business processes; identify corrective actions that prevent other customers experiencing same failures or process gaps
Minimum 1 year experience in a business or Technical customer support work environment
Excellent communication skills in Dutch with a good level in English
Call Handling - Communication skills, empathy and confidence
Customer focus and “do the right thing” mindset
Aware of Terms and conditions and Aware of our legal commitments
Good organizational skills with the ability to manage time and prioritize effectively within tight timescales (e.g. meeting SLA)
Strong analytical skills and advanced Excel and PowerPoint knowledge
Proven presentation skill
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
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.