Customer Care Administrator - Swedish - Dell Bank International d.a.c.

Job description

Why Work at Dell?

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

The Role

Reporting to the Customer Care Manager, the Nordics Care Operations Administrator will manage their portfolio of Dell Financial Services accounts, covering account queries, collection activities and end of lease requirements.

They will be responsible for resolving customer queries and providing prompt, courteous and high quality service to customers, whilst at all times following DFS’s policies and procedures.

Clearly and concisely logs and tracks details of all queries and calls and maintains and updates customer database as required. Maximize first time resolution rate and overall customer experience

They will manage inbound and outbound calls and queries within expected SLA’s

He/she are required to be fully aware of the main KPIs in place in DFS Care Operations in order to achieve business targets and will be the point of contact for any implementation of projects or the changes of laws that may impact their region.

They will be key in identifying process gaps and proposing operational solutions for the portfolio in order to improve customer experience.

Key Responsibilities & Accountabilities:

·  Provide support and advice to customers for general queries, collections and end of lease requests and work to enhance DFS relationship with the customer
·  Interact with cross-functional groups to solve business and customer issues
·  Maintain call service levels
·  Focus on delivering a positive customer experience according to DFS standards
·  Be the point of contact for Care Operations for your region
·  Manage workflow for the region including scanning, signing and post management
·  Monthly reporting on the region in conjunction with the Collections and Quality Managers

Requirements

·  Fluent in Swedish – written and verbal
·  3+ years of related Finance experience or customer service experience
·  Strong customer service record
·  Proven problem solving skills
·  Knowledge of excel an advantage