Position SummaryAt Samsung we are committed with our key value of People, in that sense, our People Team mission with our internal Talents is to help them reach their full potential by providing tools and possibilities for growing inside the Company and by ensuring a work environment where they can be their best version.If you are looking for new challenges we invite you to review the Job Postings of our LATAM Career Hub and move forward with your future.Role and ResponsibilitiesJob Summary Responsible for SEASA's Contact Center operation thru all the channels: call center, chat, Samsung.com, etc. Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation. Provide efficient solutions to customers by developing and operating online contents.Also responsible for all the customer´s VOC and claims. Focus on providing the best solution for the customer and they company, analyzing cost for the company and offer to the customer.Opportunities to working with SEASA Customer Satisfaction TeamAreas Responsibilities in this role, you will be responsible for:[Customer Experience Management] Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation. Analyze all the processes that customers experience and participate in providing suitable customer services accordingly[Quality Management] Responsible for area KPIs. Analysis regarding metrics and improvement resolutions. Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers. Responsible for surveys administration, results follow up and improvement plans[Customer Support Management] Responsible for vendors operation, SLA, quality and control. Provide efficient solutions to customers by developing and operating online contents. Perform activities for customer support by developing contents for customers to find solutions for problems through online[Remote Customer Support] Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.[Market Research Management] Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing. Provide insight based on market research, benchmarks, competitors or other subsidiaries best practices. Benchmark with other LAO subs to understand team structure and try to replicate best practices.RequirementsAcademic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similarProfessional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience. Preferred: Telcos, tech, consumer electronicsSpecific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center. CRM platformLanguages: Fluent EnglishSkills and QualificationsBefore applying, read carefully the following information:This position is open for employees from of all countries of LATAMIn order to be considered for the role you need to have 12 month of seniority if you are from the same subsidiary / 36 months of seniority if you are from a different subsidiaryTime in the current position should be at least 12 month with no disciplinary action in the last 12 monthsPerformance review ratings from the last 3 years have to be: Meets/Exceeds Some/Exceeds MostApplication criteria: from supervisor level in case of employees from the same subsidiary and Jr. Manager for employees from other subsidiariesBefore applying you should talk to your Direct Manager and have your IDP updated based on your career aspirationsAfter applying you will receive an application confirmation message with your Direct Manager in copy* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.
