Address 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 EHQ CS team is diverse and dynamic.
As well as the day to day support of the field, the EHQ CS team 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
Your Key Responsibilities:
- Service tracking process mapping and development of documentation to propose process improvements to Warranty Process Projects.(i.e. service type guide, service process guide)
- European CS policy and process development and documentation and guide and release new service policy and process updates
- Warranty policy/process documentation
(i.e. Warranty check logic, Exceptional process etc)
- Analyse requests, suggest solution specifications for customers (internal and external), and request Samsung Suwon development of solution
- Supporting the resolution of issues for subsidiary counterparts
- Manage process implementation and each Subs’ performance Review
(i.e. Service Tracking Robustness)
- Provide training and documentation as required to colleagues across Europe.
- Warranty Operation Report (i.e. Service cost report etc)
- Warranty health check Report (i.e. WHCS / SAW usage report)
Skills and Qualifications
What we need for this role
To be successful, you will possess the following skills and attributes:
Soft Skills:
- Excellent English language skills
- Due to the level of communication with Samsung Suwon, bilingual English and Korean language(written and spoken) is desirable
- Strong communication skills
- Operationally focused
- Logical mind-set
- International/multicultural aware
- Positive in challenge and change
- Team Worker
- Self-motivation
- Speed of action combined with accuracy, and ability to learn new things quickly
- Highly mobile and able to work in a variety of locations and times as required
Hard Skills:
- Applicants with a degrees or qualifications or relevant experience will also be considered
- A fast learner, and flexible with various systems and multitasking
- Proactive project management and clear communication with partners at all different levels
- Good reporting (MS Excel) and presentation skills (MS PowerPoint)
- Business process mapping skills, and ability to define process improvement documentations
- Technical, analytical, presentation and training skills with a high degree of self motivation.
- Good client facing and communication skills to all levels of management
- Self starter, able to work under own initiative
- Experience of Project Management ideal
- Must be able and willing to travel within Europe and elsewhere when required
Benefits of working here at Samsung include:
- Hybrid working (3 days office & 2 days at home)
- Bonus Scheme
- Pension contribution
- 3 x volunteering days each year
- Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!
- Access to staff sales discounts on a wide range of Samsung products
- Access to discount shopping portal
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.
