2 Nov 2024
Samsung – Customer Relations Coordinator
Everything we do at Samsung is driven by an unyielding passion for excellence – and an unfaltering commitment to develop the best products and services on the market. In today’s fast-paced global economy, change is constant and innovation is critical to a company’s survival. As we have done for 70 years, we set our sights on the future, anticipating market needs and demands so we can steer our company toward long-term success. As a Customer Relations Coordinator in Samsung’s VOC-team you will handle general complaints from customers, Product Liability errands, consumer board errands and recourse claims. You will also contribute to the overall processes and prevention of poor Customer handling., by initiating and drive minor projects, analyzing the incoming volume and type of errands.
Tasks/ Responsibilities
- General VOC Complaints.
- Registration; Correctly register customer interactions and contacts to ensure proper future interactions.
- Customer communication; Establish and maintain a good and comfortable customer relationship.
- Investigation; Collection of information; Reports, facts, laws, statements and other documentation. Initiate contact with workshops, internal stakeholders and call center.
- Solution; Determine if customers complaint should be resolved or denied. Assess a reasonable compensation.
- Follow up and prevention; Assess the causes and consequences of the customers experience. Escalate to correct dept/team/person. Follow up internally to prevent similar situations, delegate actions and have confirmed that improvements are implemented
The type of errands that needs to be handled by the VOC team are:
- RMA-related (refund/credit) questions
- Claims for cancellation of purchase
- Request for compensation or refund of direct costs
- General Complaints
- Approvals for Free of charge repairs
- Questions from Call Center agents regarding warranties, complaints and other VOC-related information
- In addition to the VOC services, tasks within the respective job skill and knowledge may be required by Samsung from time to time.
Improvement and prevention
- Assist in training for new VOC Customer Relations Coordinators.
- Assist with support and knowledge for 1;st line VOC agents.
- Assist Customer Care Manager in organizing and implementing major tasks as well as relieving daily work.
- Work as an escalator and coordinate people or functions in relation with a difficult case or a dissatisfied customer.
- Manage VOC’s processes
- Prevent poor Customer handling., by initiating and drive minor projects
- Analyze the incoming volume and type of errands in periods of heavy workload
- Escalate issues in the team to management
Expectations
- High understanding of Consumer Law.
- Significant experience (5+ years) in handling complex claims, ideally within the Consumer Electronics services sectors.
- Excellent communication and interpersonal skills to work effectively with both internal and external stakeholders.
- You have the ambition to find out what the next step is, and to take action when needed.
- You are confident enough to take extra steps to find the right way forward, if it is not obvious
- You are skilled enough to steer a conversation with a customer in the right direction, and you have the sense of awareness that let you know how and when to come to a conclusion in an ongoing errand.
- You prefer to make a phone call instead of proceeding with long mail conversations in order to sort things out and to bring an ongoing errand to an end.
- Be a good role model for the team – Positive attitude towards Samsung products, Samsung as a brand, and Samsung customers.
Personality
You are comfortable working independently but also thrive as part of a professional team, collaborating with colleagues to find the best solutions for our consumers. You excel in fast-paced environments, where you manage multiple tasks and priorities simultaneously, while remaining adaptable to changing needs. You bring enthusiasm to the development of new processes and actively contribute to improving the department. With a strong sense of responsibility, you are self-motivated and driven. We also value your consumer-first focus, commercial mindset, and deep understanding of consumer laws. You can be described as detail-oriented, professional, ambitious, confident, service-minded, and self-motivated. You have a "doer" mentality, and you approach tasks efficiently, with structure and curiosity. Above all, you are driven to succeed.
Need to have:
- Experience of customer service involving insurance handling/regress demands
- Experience from consumer law
- Experience of customer service by phone
- Experience from customer service for after sales
- Medium/high experience of Outlook and word
- Medium/high experience of Excel
Language:
- Native in writing and speaking in one Nordic language (Finnish, Norwegian, Danish or Swedish).
- Fluent in English, both speaking and writing.
- Good/ Native in writing and speech in a second Nordic language
How to apply:
In this recruitment process, Samsung is working with Academic Search. For more question, please contact Consultant Manager, Ella Johansson, ella.johansson@academicsearch.se. You apply by clicking on the ”Apply now” button below, where you enter your personal details, enclose CV and cover letter written in English. All information is handled confidentially in accordance with Academic Search Integrity Policy as well as the new data protection act, GDPR. This means that we can only process applications coming through the applications system. Thank you for your understanding.
Academic Search International is one of Scandinavia’s most merited companies within Executive Search & Interim Management. Our focus is people with documented manager- and specialist competences. We have close collaborations with national and international companies with strong brands and purpose. Our mission is to unite the best qualified candidates with the toughest challenges at the most interesting companies in Sweden. Our values are KNOWLEDGE, ENGAGEMENT, RESPONSIBILITY and COLLABORATION. Through these values, we make a difference in all our relationships. www.academicsearch.se
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