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Dell Philippines Job Openings
Dell Philippines Job Openings
Dell Philippines Job Openings
Date Posted:
2011-12-17
Call Center Company: Dell Customer Contact Center
Description:
Dell Customer Contact Center is looking for individuals who are qualified for the position of Dell Philippines Job Openings.
Successfuly applicants for Dell Philippines Job Openings will have a great career in Dell Customer Contact Center.
Technical Support Representatives
Responsible for providing telephone support for customers on operation or maintenance of Dell products.
Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues.
Responsible for customer satisfaction through effective handling of customer problems.
Ensure proper escalation procedures are followed.
Perform work in accordance to standardized policies and procedures.
Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills.
Training & Quality Manager
Responsibilities:
POSITION DESCRIPTION:
The Training and Quality Manager is responsible for the development of curriculum, training delivery and quality assurance for Customer Service Agents.
ESSENTIAL FUNCTIONS:
Develop curriculum and deliver initial and ongoing CSR training in accordance to &. contract requirements.
Responsible for the continued development, maintenance and administration of the Quality Assurance Program (QAP)
Responsible for the development and assessment of individual CSR trainees, providing quality developmental feedback to ensure trainee success.
Ensure the highest level of quality service through continued monitoring, assessment and feedback through the QAP. Provide support to the Supervisor Team on quality assurance.
Ensure each CSR has the skills and knowledge necessary to provide excellent consumer service.
Conduct survey exercises to ensure that all Team Leaders are consistent with surveys.
Maintain communication/contact with the Center Manager and Human Resources to ensure all training initiatives align with company goals.
Partner with Team Leaders and Supervisors to ensure successful transition from training to operational environments.
Responsible for giving work direction to training assistants.
Provides daily, weekly, monthly and annual reporting on training activities at the center. Creates ad-hoc training reports as requested by the Center Manager.
Perform other operations related duties as directed or requested by the Center Manager.
Requirements:
EXPERIENCE:
10+ years of relevant experience or equivalent combination of education and work experience.
4+ years leadership experience.
SKILLS:
Strong understanding of applicable technical and functional content areas and industry trends.
Advanced knowledge of Adult Learning Theory and Curriculum Design methodology.
Advanced knowledge of classroom training skills, abilities, and practices.
Advanced ability to analyze data and recommend courses design, methodology, and structure.
Strong knowledge on Quality Management.
Strong skills in Process Documentation.
Statistical techniques and quantitative analysis.
Strong understanding of Project Management.
Technical Support Representatives
Responsibilities:
Responsible for providing telephone support for customers on operation or maintenance of Dell products.
Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues.
Responsible for customer satisfaction through effective handling of customer problems.
Ensure proper escalation procedures are followed.
Perform work in accordance to standardized policies and procedures.
Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills.
Requirements:
Minimum of 1 yr call center experience with at least 6 mos. in handling a technical account (i.e. hardware or any computer-related troubleshooting)
Excellent communication skills
Mainstream DOS and Windows Applications
Basic PC Hardware for desktop and portable systems
Microsoft Operating Systems
Peripheral Subsystems including the following: Multimedia, Scanners, Printers/Laser Printers, TBU, etc.
Thorough knowledge of the technical reference tools (e.g. DSN, Training&Development, Customer Support Website, Forums, Approved WWW tools)
Understanding of support policies and procedural guidelines
Organizational skills
Interpersonal skills
Excellent telephone soft skills
Ability to handle stressful situations
Ability to deal professionally with irate customers
Experience in upselling/sales is an advantage
Applicants must be willing to work rotating shifts (graveyard or day shift)
Dell Contact Center Philippines is now hiring:
Technical Support Agents
Communications Consultant
Capacity Planning Analyst
Financial Analysts
Talent Acquisition coordinator
Technical Trainers
Transition Queue Analysts
Call Center Directory advises to all job seekers to apply as walk-in applicant for Dell Philippines Job Openings job opening of Dell Philippines.
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