Customer Satisfaction to Samsung
Adecco Sweden AB / Kundservicejobb / Stockholm
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hela Sverige Visa alla jobb hos Adecco Sweden AB i Stockholm,
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hela Sverige To handle and investigate cases where customer experience dissatisfaction with product, manufacturer, response or other issues that affected a customer due to a Samsung product. Customers submit their case to VOC via a link given to them from call center or VOC. VOC perform a thorough investigation of the case, based on information from workshop, dealer, call center, consumer law, Samsung 's legal department and/or other possible resources.
Tasks/Responsibilities
• Registration, investigation 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 workshops, product specialists 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 (PL) errands (produktsäkerhetsärenden) (document collection, customer information and first instance to handle the case). Create contact and trust.
• Manage PL 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 (refund/credit) questions from customers
• Responsible for goodwill mails for free of charge repairs.
• Inform and handle customers with questions and complaints about warranty, complaints or other types of questions / complaints / views
• Assistance 1st line (call center) 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 and product manager 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
• Independently of mainland area, being open and able to help colleagues with incoming VOC cases even for other countries
• 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%.
VOC
Provides a REF number for private customers
Handles REF numbers for support
Deny VOC customers
Personality
Efficient
Structured
Curious
Driven
Need to have
Great skills of handling computer and phone calls simultaneously
Great skills of using a computer as a work tool, such as being able to navigate easily between different systems
Medium/high experience of Outlook and word
Basic/medium experience of Excel
Good self esteem - able to make customers to feel safe even though candidate is new at the position
Experience of customer service by phone
Language:
Native in writing and speech in Swedish and Finnish
Good in English, both speech and writing
Wish to have
Experience from customer service for after sales
Experience from consumer law
Experience of customer service handling compensation, return, credits
Experience of customer service involving insurance handling/regress demands
About Samsung
Samsung, South Korean company that is one of the world 's largest producers of electronic devices. Samsung specializes in the production of a wide variety of consumer and industry electronics, including appliances, digital media devices, semiconductors, memory chips, and integrated systems.
Contacts
If you have any questions regarding the recruitment process you are welcome to contact responsible recruiter:
Jesper Jenefjärd via 073 684 73 06
Jesper.jenefjard@adecco.seIf you have any questions regarding registration, please contact the support via
info@adecco.seVaraktighet, arbetstid
Heltid Visstid
Publiceringsdatum2022-02-18ErsättningFast lön
Så ansöker duSista dag att ansöka är 2022-02-28
Klicka på denna länk för att göra din ansökanFöretagAdecco Sweden AB
Arbetsgivarens referens Arbetsgivarens referens för detta jobb är "ref-37120".
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Adecco Sweden AB (org.nr 556447-2677),
http://www.adecco.se/ Kontakt Business Manager
Jesper Jenefjärd
Jobbnummer 6360046
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