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Sales Operations Advisor - Team Mentor - Premier Online HelpDesk

Bratislava, Slovakia 05/30/2019
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Team Mentor / Trainer / Escalation management for B2B/GP/Premier Queue Based Role

Bratislava

Dell has been active in Slovakia since January 2003. We started as a centre of sales and customer support and transfer into a business centre supporting the whole EMEA region and the main financial hub of Dell, globally. We offer a broad palette of positions in IT, finance, sales, marketing, data science, technical support and business process support.

We are very honored and humbled to receive 3rd place in an annual 'best employer' survey conducted by Profesia amongst Shared Service Centers in Slovakia for the year 2018. Join our team and be part of life at Dell.

GBS stands for our Global Business Services, where we focus on Dell customers. While walking through the floor you will hear over 20 languages and lots of laugh. If you care about people, are a problem solver and like to help others, join our GBS team now! We are looking for enthusiastic team members who are not afraid of new challenges.

The Global Premier | B2B Help Desk provides technical assistance to internal and external customers for their B2B | Premier Page.  B2B | Premier Pages offers corporate customers a customizable dell.com page unique to their company.  The B2B | Premier Help Desk is the first level support team to answer questions and resolve technical issues on the page.  These issues can range from a simple password reset to complex issues involving pricing and products on the page.  Customers can use our phone extension or email box to reach out to our team.  Agents on the B2B | Premier Help Desk will provide how to education to customers as well as troubleshoot, diagnosis, and resolve technical issues for customers.  We are the liaison team between customers and internal IT application support and we offer proactive support to customers with select errors on the page.

This is a call centre/queue based role and is ideal for someone who has strong customer service and troubleshooting skills.  Candidates need to be able to multi-task and work well with cross functional teams including sales teams, IT support, and other online/eComm support teams.  Candidates should be familiar with Premier, B2B, Premier Plus, Global Portal, Gedis, and Dell.com. 

Key Responsibilities:

  • Take inbound phone calls, chats, and emails from internal and external contacts
  • Act as a senior technical advisor for B2B | Premier Page issues
  • Drive customer issues to full resolution
  • Manage a daily case load including new incoming issues and follow up on existing cases
  • Work with the team manager and team project managers to identify trends in customer requests
  • Provide real time updates on outstanding escalations and high severity issues to team, leadership, and business stakeholders
  • Flexibility in schedule to provide afterhours support for B2B | Premier code launches, testing, and high severity issues 

Essential Requirements:

  • Advanced knowledge of B2B | Premier and related tools
  • Four plus years in a call center environment or customer phone/chat interface
  • Eighteen months within Dell or equivalent experience with customer relationship, technical support, or customer care
  • Background in coaching, mentor, trainer or individual/team development
  • Proven track record driving customer issues to closed loop resolution
  • Fluency in English, French, Russian, Spanish, German or any other languages will be a plus

Salary starting from: 1 860 EUR monthly gross

Benefits

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.

Job Family: Sales-Operations Sales Job ID: R71790
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