Customer Relations Coordinator to Samsung

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.

This is a consulting assignment and you will be employed by Bravura. The assignment is long term.

A world-class brand is built on world-class people. That's why we need you. Imagine a tech-bustling and energetic place where the future is already on display - and you are part of the picture. Samsung is a global innovation hub where ideas are born, and technology revolutionizes as we go, right there at the very forefront. To succeed, we need to work together. Because WE are much better than ME. Want to join the crew? Apply to Samsung and make it happen. Just press play.

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

You will also work with:
* Claims from insurance companies (Swe: Regresskrav).
* Errands from Nordic Consumer Complaints Boards (ARN,
* Forbrukerrådet, Forbrugerklagenævnet, Kuluttajariitalautakunta)
* Product Liability claims
* Improvement and prevention

* High understanding of Consumer Law.
* Significant experience (5+ years) in handling complex claims in customer service, ideally within the Consumer Electronics services sectors.
* Experience from consumer law
* Excellent communication and interpersonal skills to work effectively with both internal and external stakeholders.
* 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.
* Medium/high experience of Outlook and word
* Medium/high experience of Excel
* Be a good role model for the team - Positive attitude towards Samsung products, Samsung as a brand, and Samsung customers

Language:

* Native in writing and speaking in one Nordic language (Finnish, Norwegian, Danish or Swedish)
* Fluent in English, both speaking and writing

Start: Immediately
Location: Kista, Stockholm
Salary: By agreement

Thoughts about Bravura's recruitment process? You can find answers to the most frequently asked questions here: http://bravura.se/min-profil/fragor-och-svar/

If you have specific questions about the position, please email info@bravura.se and a member of the team will help you. Please specify the service in question.

We recommend that you submit your application immediately as we make an ongoing selection. Welcome with your application!