Norwegian customer service to the VOC-team at Samsung / Norsktalande kundtjänstmedarbetare till...

Norwegian customer service to the VOC-team at Samsung / Norsktalande kundtjänstmedarbetare till...

Are you good with customers? Do you get a kick from helping out in complex matters? Are you the reliable and hard-working type? Continue reading!

Samsung is looking for a voice-of-customer agent (VOC-agent) to handle and investigate cases where customer experience dissatisfaction with product, manufacturer, response or other issues and consequences that affected a customer due to a Samsung product. VOC-agents offers a second look at the case from a different perspective. Customers are often escalated to VOC from call center.

Tasks/Responsibilities
  • Registration and handling of cases received by VOC via telephone, email or regular mail.
  • Collection of information - Reports, facts, laws, statements and other documentation for proper handling of the cases.
  • Contact with authorized service center, product specialist and call center to resolve cases.
  • Assess the causes, consequences and solutions of the cases based on the nature of the case.
  • Establish and maintain a good and comfortable customer relationship.
  • Correctly register customer interactions and contacts to ensure proper future interactions.
  • Assess reasonable compensation
  • Handling of Early Warning / Risk sensing.
  • Receive and initially handle product liability cases (document collection, customer information and first instance to handle the case). Create contact and trust.
  • Manage product liability follow-up through contact, translations and other forms of assistance.
  • Investigates and forwards cases with incorrect information on the website / manual / etc.
  • Handles RMA-related questions from customers
  • Responsible for goodwill mails for FOC (free of charge) repairs.
  • Inform and possibly handle customers with questions and complaints about warranty, complaints or other types of questions / complaints / views
  • Assistance 1st line with answers to questions about warranties, complaints and other VOC-related information
  • If needed assist XPOS team with cases XPOS team themselves cannot handle.
  • Help product specialist with information about older issues, claims and / or support issues.
  • Perform outgoing customer calls in order to follow up customers experience
  • Translate texts for manuals, web pages and other informative messages into the language of the country you represent
  • Assisting Samsung employees with information above
  • In addition to the VOC services, the agent shall perform such tasks within their respective job skills and knowledge as may be required by Samsung from time to time.
Expectations
  • Communicate in Norwegian
  • Independently of mainland area, being able to manage incoming VOC cases from various sources.
  • Regardless of who received and started a case, take ownership of, and complete the case.
  • With the greatest care and understanding handle service & claim matters.
  • Registration/logging of cases must be done during or in direct connection to the call.
  • Positive attitude towards Samsung products, Samsung as a brand, and Samsung customers.
  • Punctual, loyal, reliable and good advancement
  • Ability to log and compile problems and solutions.
  • Being able to handle stress.
  • Ability to build strong, long-term customer relationships using the above points.
  • Have an understanding of our flows and contact routes. Both internally and externally.
  • Log all incoming calls as instructed. Target: 100%.
Practical information
  • Start: ASAP, 2 year contract with possible extension
  • Contract: Consultancy assignment through The Wofi
  • Location: Kista
Questions? Contact Tom on +4676 213 5006 or tom@thewofi.se
Mer info
Område Stockholms stad
Yrkesroll Service & Kundtjänst, Kundtjänst
Typ av anställning Heltid
Sista ansökningsdag 4 sept 2021 (34 dagar kvar)