Dell Spec, Client Tech Support(Social Media Outreach Service) in XIAMEN, China
Listening: Utilizing SMaC listening tools/platforms to listen to and assess different customer posts and conversations.
Ø Engagement: Engaging in SMaC conversations to provide Dell’s official response and position as well as outreaching to help customers in need.
Ø Resolution: Owning resolution of unresolved issues voiced by customers in SMaC. This can include personal resolution by the Responder and/or coordinating resolution with internal Dell resolver groups.
Ø Proactive Post: Support the Proactive content/solutions content & Video on SMaC platforms to drive offline contacts deflection
Technical knowledge: Strong Dell technical skillset, solid foundation of technical competency to effectively diagnose issues with customers’ systems via instant communication on SMaC
ü Design skills : Good at creating and designing web pictures and Video on SMaC
ü Language : Good written communications skills, . Good English is also a mandatory requirement to be able to interact with stakeholder , customers and colleagues abroad
ü Communication: Strong communication , positive attitude and conflict resolution skills
ü Others: Experience with social media platforms is required (personal or professional), understanding the “online culture” is a must.
Organization: Global Services
Title: Spec, Client Tech Support(Social Media Outreach Service)
Requisition ID: 17000LYZ