DFS Customer Care Analyst-17000RYXBackground
Headquartered in Round Rock, Texas, Dell is a premier provider ofproducts and services required by customers worldwide to build theirinformation-technology and internet infrastructures. The group has aturnover of approximately $57bn and employs in excess of 111,000 peopleglobally.
Dell has established a new Financial Services business – Dell FinancialServices (DFS/Dell Bank International d.a.c.) within the Group to providefinancial services support to its EMEA customers. Dell Bank Internationald.a.c. is regulated by the Central Bank of Ireland.
Reporting to the Customer Care Manager, the Care Operations analyst willmanage their portfolio of Dell Financial Services accounts, covering accountqueries, collection activities and end of lease requirements.
They will be responsible for resolving customer queries and providingprompt, courteous and high quality service to customers, whilst at all timesfollowing DFS’s policies and procedures.
Clearly and concisely logs and tracks details of all queries and callsand maintains and updates customer database as required. Maximize first timeresolution rate and overall customer experience
They will manage inbound and outbound calls and queries within expectedSLA’s
He/she are required to be fully aware of the main KPIs in place in DFSCare Operations in order to achieve business targets and will be the point ofcontact for any implementation of projects or the changes of laws that mayimpact their region.
They will be key in identifying process gaps and proposing operationalsolutions for the portfolio in order to improve customer experience.
Provide support and advice to customers for general queries, collections and end of lease requests and work to enhance DFS relationship with the customer
Be the point of contact for Care Operations with regard to your region
Monthly reporting on the region in conjunction with the Collections and Quality managers
Support other DFS departments when needed in terms of country specifics
Fluent English – written and verbal
Polish language skills – written and verbal an advantage
3 years of related Finance experience or customer service experience
Strong customer service record
Proven problem solving skills
Knowledge of excel an advantage
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