Position Summary
We are currently looking for a VOC Specialist passionate and motivated in our Customer Satisfaction department.
Role and Responsibilities
- Provide continuous support and care to all customers which reach out our line for any pre and post sales queries with objective of sales increase and maintain a very high Customer Satisfaction level.
- Close cooperation with the Contact Center and other departments in order to deal with customer requests and keep a high level of customer satisfaction to our customers.
- Emphasis on risk prevention through daily verification of every case with Stakeholders or other departments followed by information exchange with the customers.
- Respond to all customers enquires in written or voice call within given timescales, efficiently and effectively.
- Ensuring that all cases and calls are logged in accordance with the Data Quality guidelines.
- Reaches and maintain a high level of sales & technical competence, customer service skills and empathy.
- Provides support for customers for presales, sales and after sales queries, this includes – product information, order placement, order cancelation, product return, stock details, customer complaints status, etc. based on internal procedures.
Skills and Qualifications
In this role your responsibilities will be:
• Respond to all customers enquires in written or voice call within given timescales, efficiently and effectively.
• Ensuring that all cases and calls are logged in accordance with the Data Quality guidelines.
• Provides support for customers for presales, sales and after sales queries, this includes – product information, order placement, order cancelation, product return, stock details, customer complaints status, etc. based on internal procedures.
• To be able to recognize when a problem or query should be transferred to another department or to a more senior member of staff in order to prevent any unnecessary risk.
• Following customer feedback and details
• Prioritizes the cases of receiving feedback from customers according to Samsung procedures, making quick decisions for maintaining the best image of the company on the market.
• Prepares the required reports for the management.
Work objective:
• Provide continuous support and care to all customers which reach out our line for any pre and post sales queries with objective of sales increase and maintain a very high Customer Satisfaction level.
• Close cooperation with the Contact Center and other departments in order to deal with customer requests and keep a high level of customer satisfaction to our customers. Emphasis on risk prevention through daily verification of every case with Stakeholders or other departments followed by information exchange with the customers. The employee is responsible for the fulfilment of dedicated KPI for the position through mobilization of all people and procedural resources that has at his/her disposal.
• Follows closely the internal policies, Samsung Values and use strong Customer Care skills in order to resolve all customer requests and to maintain a strong and respectful brand image in front of our customers.
Who are we:
Samsung Electronics is part of the Samsung Group and is the global leader in production and sales of consumer electronics and their core components. Through relentless innovation and discovery, we are transforming the world of televisions, smartphones, home appliances, medical devices, semiconductors and LED solutions. Samsung Electronics employs 207,000 people across 72 countries with annual sales, both in consumer as well as business-to business-markets, exceeding US$143 billion. Our goal is opening new possibilities for people everywhere. Samsung’s innovative products and success are the result of the talents who work at the organization! We, at Samsung, are constantly updating our organizational pathway to success, and this time, we are looking for sharp-witted, creative new colleagues who are eager to learn.
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What We Do
Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, network systems, medical devices, semiconductors and LED solutions. Samsung is also leading in the Internet of Things space through, among others, our Smart Home and Digital Health initiatives.
Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top 10 global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.
