Customer Care Associate in National Capital Reg, Philippines

at Dell

ICT / Telecommunications
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description


  • Responds to customer service inquiries regarding company products, features and/or services.
  • Maintains ownership of customers issue by ensuring follow through is made until the issue is resolved.
  • 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 through constant process alignment.
  • Works with customers and/or distributors to receive accurate account of equipment failures, and provides reports to management.
  • Focus of work are post-sales inquiries however has to have strong sense of ability to guide customer on pre-sales queries.
  • Fields inbound customer calls.
  • Focuses on delivering a positive customer experience according to Dell standards.
  • Responsible for post-sales service to customers.
  • Facilitates customer order fulfilment through strong ownership.
  • Monitors and tracks issues to ensure accurate resolution.
  • Provides direct product/service advice and guidance to customers.
  • Records and coordinates the status of equipment returns, repairs, replacements, sales orders and delivery schedules.


  • Good telephone etiquette skills.
  • Strong verbal and written communication skills.
  • Ability to communicate over the telephone effectively.
  • Good organizational skills.
  • Knowledge of Dell products, Customer Service policies, and procedures.
  • Able to deal with high stress situations.
  • Knowledge of computer and navigating open applications.
  • Understand what raises the cost per call such as multiple transfers, high First Call Resolutions, and low Average Handling Time.
  • Strong ability to multitask.
  • With at least 1 year call center experience; at least 6 months experience handling an inbound voice account.
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