Position Summary
Why join our team?
The ECSO (European CS Office) is responsible for supporting Samsung Customer Service operations across Europe to achieve operational excellence and customer satisfaction, thus increasing customer brand loyalty for Samsung Electronics.
Encompassing customer contact centres, service engineers, online support, Quality Assurance laboratories and spare parts logistics, the remit of the European CS headquarter is diverse and dynamic.
As well as the day to day support of the field, ECSO is also responsible for Governance, important metric reporting, campaign performance monitoring, standard process support and implementation, risk monitoring and strategy development.
The aim of the team is to ensure the best in class Service Experience for European customers.
Role and Responsibilities
You will explore data to find trends and identify new opportunities for the organisation. You will help improve and automate current code base.
Ideally, you are organised, detailed oriented, flexible and possess ability to establish priorities with minimal guidance. A proactive individual, analytical problem solver and strategist, who is able to draw conclusions from the data sources.
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Build an ‘always on’ view of our partners’ performance across various metrics
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Build internal & external performance reporting templates
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Use multiple data sources to analyse, track, interpret and make clear and concise recommendations on partner performance on our platform
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Create regular performance reporting on CS operation, critical metricIs and projects to key team members using a range of BI and presentation tools, including teams across Subsidiaries, EO and Suwon office
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Handle a range of analytics requests and be proactive in finding relevant insights to present to team members
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Develop and handle positive working relationships with colleagues, content partners and other teams within Samsung
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Translate business requirements into meaningful set of SQL queries for Ad Hoc analysis and new reporting solutions, and particularly related to CS activities. The overall aim is to use data to demonstrate the value of CS in Europe
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Explore data to identify trends and anomalies, develop new analytical capabilities/solutions, and find new monetization opportunities
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Summarise analyses into Word, PowerPoint presentations or formatted Excel reports
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Automate and optimise current code base, will be owner for some specific audience dashboards to support client service management.
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Collaborate with other teams to identify insights and to develop and improve our current solutions
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Leading system and process implementation to improve operational efficiencies
What we need for this role
To be successful, you will possess the following skills and attributes:
Backgrounds:
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Data Analyst
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Business Analyst
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Business Reporting to the Executive Management team
Soft Skills:
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Good communicator
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Structured and organised
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Solid attention to detail
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Personable, passionate and highly motivated individual
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Excellent team worker
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Ability to analyse data and articulate clearly the trends and implications of the data
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Excellent presentation abilities
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Handle pressure from daring targets and demanding partners
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Critical thinker
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Problem solver
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Self motivated
Hard Skills:
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Experience with Tableau, Power BI or any other analytic tools
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Experience working/reporting with large relational databases
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Ability to understand CS data correlation from various data set (CS understanding)
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Experience in connecting various sources of data to create a comprehensive view of integrated the performance
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Strong written and verbal communication skills
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Expertise in Excel (experience with Macro and additional function
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Willing to work collaboratively with non-technical teams and learn new concepts
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Degree in computer science/engineering or quantitative discipline (Economics, Statistics, Engineering, Physics, Mathematics).
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Experience with data visualisation
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Supporting team’s projects and tasks
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Familiarity with CS(Customer Service, Customer Satisfaction, Customer Experience)
Skills and Qualifications
What does success look like?
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Delivery of the regular reports/dashboard for whole CS operation and critical metrics by exploring all existing CS data from customers, repair partners, call centres, digital channels and sharing the trend/results/lessons to the business
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Experience to develop strategic relationships with all areas of the business and then to assist, collaborate and contribute to the whole teams working with
Benefits of working here 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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Car allowance
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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 certain types of statutory leave such as Samsung Family Leave or Sick Leave policies but may be eligible for statutory payments via their agency
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.
We create the future by fostering a diverse culture to drive sustainable growth.
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