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Analyst, Customer Services (Cantonese Speaking)

Xiamen, China

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Job ID R045666 Date posted Nov. 19, 2019

Analyst, Customer Services

Competitive salary

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a  

Analyst on our OMS CM team in Xiamen.

If a customer experiences a problem using a Dell product or service, the Customer Services team has the knowledge at their fingertips to answer their questions – by phone, email, chat or online. Building great relationships with customers, we make a real difference. We also establish the systems that provide solutions to questions and problems. What’s more, we report issues to design departments to make sure Dell continues to provide products that are better than ever. To keep up with constantly evolving technology, the team is fully trained whenever a product is upgraded or launched.

Supporting GC T1 Sales Representative in order support queries such as Order Status,  Document and Information Requests and others

Managing customer escalations on the highest priority and work with Account / sales manager for resolution.

Engage with other departments - e.g.: Sales, GRO, BOS, Logistics, Order Processing team, Technical Support etc. on issue resolution.

Responsible for setting realistic customer expectations, and meeting or exceeding these expectations.

To verify and investigate into customer's complaints and drive for resolution within specified time frames

Fully responsible for Customer Satisfaction and feedback for improvement.

- Own setting correct expectations and all follow up communications of status to the requestors

- Handle in Place/Resolve in one where appropriate.

- Fluent in Mandarin and English

- Sales support background is highly required

- Self-motivated, Proactive and ready to take on challenges

- Strong Communication skillset

- Regular Stakeholders engagement is required in this role

·      Additional Job Description 

Additional Job Description

3 to 5 years of relevant experience in handling customer service - Email experience will be an added advantage

1 year of customer care experience would be added advantage.

Proactive, self-motivated and strong leadership in driving issue to resolution

Ability to communicate to all levels within an organization

Well-developed problem solving skills

Flexible - Able to work under pressure with minimum supervision

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you’re keen to provide the world-class customer service that underpins world-class products, this is your opportunity to develop with Dell.

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. Learn more about Diversity and Inclusion at Dell here.

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