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Dell Customer Experience Senior Manager - Dell Financial Services in Dublin, Ireland

Customer Experience Senior Manager - Dell Financial Services

Dell is, and has for a long time, been committed to Dell Financial Services. Almost 20 years ago, DFS was founded as a joint venture and today DFS is a global, full-service, captive finance company that supports all Dell business segments – financing over $6 billion of dollars of end user customers IT equipment, services, and software annually. As a ‘captive’ we are a fully owned subsidiary of Dell and provide finance across 21 countries in Europe as well as US, Canada, Mexico, Australia and New Zealand

Join us to do the best work of your career and make a profound social impact as a Customer Experience Senior Manager on our Dell Bank team in Dublin .

What you’ll achieve

This exciting role will take responsibility for a Team of experienced Customer Care Agents located in Dell Bank and a large team located offshore with a valued Outsource Provider. As a Customer Experience Senior Manager , you will be responsible for managing the experience of all DFS customers ranging from Small/Medium customers to Large Public and Global customers. . You will work with all internal Stakeholders including our Sales Leaders to constantly improve the DFS experience measured through our NPS and will also be involved in the exciting platform transformation that DFS is undertaken..

You will:

  • Manage and motivate a large front line team of European multi-lingual customer relationship executives, onsite and outsourced, to ensure highest standards of service in line with DFS procedures and KPIs

  • Create strategic and quality objectives, drive performance and productivity for the department

  • Create an inclusive and positive working environment for team through clear and open communication and a positive approach.

  • Continually develop improvements taking into consideration customer feedback and act as the Voice of the Customer across the Care organization

  • Partner with the Global VOC Office to drive NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other CX metrics

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • Senior leader with advanced skills in developing and leading a customer relationship team to deliver key business results

  • Understanding of business environment and CX metrics, NPS, CSAT

  • Ability to prioritize projects and deliverables

  • Experienced with priority-setting skills to effectively meet departmental strategic and operational objectives

  • Ability to communicate clearly and present to senior leadership/executives

  • Extensive experience managing very large third party relationships in the successful achievement of customer satisfaction levels

  • Demonstrates attentiveness to quality and productivity

Desirable Requirements

  • Bi-Lingual

  • Degree in a related discipline

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

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. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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