Position Summary
Why join our team?
Samsung is an amazing place to work full of endless opportunities, great people and an outstanding environment. As well as this, Samsung provides the opportunity to be a part of innovation that makes a real difference in the lives of millions of people worldwide, and we are looking for great people to join our journey. Throughout our history, we have taken on big challenges, and we strive to be the very best at what we do. This spirit is the driving force that has made us a global leader and sustains our ambition to develop ground breaking technologies that push the boundaries of what is possible. Come and join us as we take on the next big challenges of the future.
The CX Service Operations Team sits at the heart of the Customer Experience (CX) Team involved in bringing to life and facilitating the ideas and concepts of the wider CX team, while maintaining operational delivery and integrity. The main role and vision of the operations team is to ensure infrastructure that supports repair delivery, contact centre operations and operational compliance is delivered to the highest quality and standards.
The Service Operations Team is made up of knowledgeable subject matter experts and is structured in to Operational Delivery (Spare Parts SCM, Warranty Management, Customer Resolutions and Vendor Management) as well as Audit & Control (inc. Systems Integration, Auditing, Reporting and Asset Management) and Process Innovation (P/I).
Role and Responsibilities
Your key responsibilities
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Contributing to the achievement of core KPIs – CSAT (Customer Satisfaction), FCR (First Contact Resolution), CMI (Customer Measuring Index), WHCS (Warranty Health Check System), E-LTP (Extended Long Term Pending), Case Cycle Times and Aged Returns (Goods Received).
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Fulfilling Customer Resolutions Admin Duties in raising collections requests and processing of customer’s exchanges, refunds and compensation claims within SLA’s (Service Level Agreements) as well as monitoring the Customer Resolutions Admin inbox.
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Handling any Customer Resolutions Admin related queries and concerns, making decisions that improve current processes that reduce timescales and increase efficiency.
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Investigating discrepancies in regards to collections, payment issues and missing units with use of the WHCS (Warranty Health Check System)
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Work collaboratively with our warehouse and logistics partners to ensure the efficient and effective management of exchanges, refunds and compensation cases.
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Generating and sharing reports that help colleagues & Leadership Team understand the latest situation in regards to ERC (Exchange, Refund & Compensation) pending management and SCV (Single Customer View).
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Consistently maintain good aged pending management of all open alternate resolution cases.
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Creating great working relationships within the CX Department, Logistics, Finance, Authorised Service Centre’s and Contact Centre Teams so that a bond of trust and open communication is built.
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Supervising and driving stock transfers ready for exchange order allocation
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Attend regular calibration meetings to review outbound calls, inbound calls and emails from the Alternative Resolutions Department identifying and driving areas for improvement
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Input in any other day to day Customer Resolution operations support matters as required
What we need for this role
To be successful, you will possess the following skills and attributes:
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Previous administration experience is essential
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Good communication skills
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Good interpersonal skills
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Energetic and enthusiastic
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Knowledge and interest of consumer electronics, customer support and retail
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Ability to work under pressure and to challenging timelines
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Ability to multi task and effectively prioritise
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Experience working with third-party providers/vendors/partners
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Generate and analyse reports using MS Excel
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Knowledge of Microsoft Office packages
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Diligence
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Experience of working in a multi-cultural environment
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A self-starter and self-motivated
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Flexible to travel
What does success look like?
A comprehensive and efficient returns process for faulty products within the warranty period, providing customers with a resolution that retains their loyalty to Samsung.
The interview process
There will be 2 stages to the interview process- the interview will be with the Customer Resolutions Operations Manager and another member of the Team, yet to be confirmed.
Skills and Qualifications
Benefits of working at Samsung include
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Hybrid working – 3 days in the office and 2 days at home per week
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Bonus scheme linked to individual, team and company performance
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Pension contribution
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Three volunteering days each year
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Holiday - 25 days plus bank holidays and an additional day off for your birthday
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Access to discounts on a wide range of Samsung products
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Access to a discount shopping portal
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Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
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Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need
A note on equal opportunities
We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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