Dell Analyst, Sales Operations in Bayan Lepas, Malaysia

Analyst, Sales Operations

Job ID R02929

Date posted 10/09/2017

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Analyst, Sales Operations

Dell Penang, Malaysia

People make Dell so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within the Sales Operations teamin Dell, we are looking for anAnalyst, Sales Operations to join our team in Dell Penang, Malaysia.

Role Overview

Within the Dells Global Business Services/OMS team to provide end to end support for Distressed Incidents across the Commercial & CSB business segments.Triage, research, root cause and determine resolution for distressed incidents submitted through HAC escalations. As Tier2 Agent to collaborate with the resolution groups and functional teams to provide highest level of Customer experience and Expert Resolution for every incident/issue ranging from internal and external customers.

Key Responsibilities

  1. Identify issue root causes and provide end to end support to Distressed Incidents.

  2. Work with multiple cross functional teams simultaneously to resolve Distressed Incidents.

  3. Recognizing how to prevent the issue going forward and providing solutions as needed.

  4. Focus on providing a positive customer experience for both internal and external customers.

  5. Update the fusion request on the progress, manages communication of resolution and email Triggers to Submitter and/or Customer as per the corresponding process.

  6. Reporting Available to analyze root cause and Drive Corrective Actions.

  7. Meet or exceeds the following Metrics: 8. SLA

  8. TTR

  9. Case Open

  10. Quality of 90% or above on audited fusions

Throughout the Distressed Incidents resolution process you will be providing detailed and descriptive notes in Fusion, close out customer issues in a timely manner, share information to your team members to help them resolve cases as well.

Key Requirements

  • Problem solving, processes, critical thinking, time management, teamwork, collaborating with cross functional teams, dealing with ambiguity, working multiple issues at the same time, prioritization and organization.

  • Self-motivated and proactive.

  • Ability to build trusted partnerships with cross functional teams.

  • Knowledge around Dell's operational processes (OP, Care, Finance, Logistics, etc.).

  • Responsible for adherence to global team SLAs and quality measures.

  • Focused on learning the key aspects and duties of the job being performed.

  • Works under general direction, seeks assistance as needed.

  • Working on ANZ office hour time.


Essential Requirements/Qualification

  • Bachelor Degree or above, good communication skill and fluent in English speaking and writing skill. Chinese is plus.

  • 3-5 years experience of operational services and customer service

  • Working knowledge of computer and MS Office applications

  • Ability to effectively manage multiple tasks and priorities

  • Good attention to detail, Account Knowledge, Responsibilities

  • Able to work under pressure with minimum supervision


Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

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.

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