Norwegian VOC (Voice of Customer) Agent
Aditro Logistics Staffing AB / Administratörsjobb / Stockholm
2023-02-20
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hela Sverige Publiceringsdatum2023-02-20Om företagetGenom väl beprövade metoder och arbetssätt hjälper vi logistik- och industriföretag att optimera sin verksamhet och därmed minska sina personalkostnader. Vi planerar, levererar och opererar vårt åtagande genom en mycket erfaren och specialiserad organisation inom logistik- och industriområdet. Aditro Logistics Staffing levererar tjänster inom Uthyrning, Entreprenad, Rekrytering och konsulterande tjänster. Läs gärna mer på aditrologistics.se
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Dina arbetsuppgifterVoice of Customer Agent - Norwegian
Everything we do at Samsung is driven by an unyielding passion for excellence-and an unfaltering commitment to develop the best products and services on the market. In today's fast-paced global economy, change is constant and innovation is critical to a company's survival. As we have done for 70 years, we set our sights on the future, anticipating market needs and demands so we can steer our company toward long-term success. As B2B Support Agent, you will have an integral part in ensuring we stay on top of the market and continue to enrich and simplify the consumers' lives.
Key goal of VOC Agent
VOC agents handles and investigates cases where customer experience dissatisfaction with product, manufacturer, service, response or other issues that affected a customer due to service or purchase of a Samsung product. VOC does not receive any errands directly from end customer, all errands are escalated to VOC from our Call Centers, after accept from VOC. VOC perform a thorough investigation on escalated cases, based on information from workshop, dealer, call center, consumer law, Samsung's legal department and/or other possible resources, and with the help of VOC's processes and guidelines.
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%.
Authority VOC (decisions allowed to make)
Assesses compensation according VOC's processes and manuals
Create goodwill mails for free of charge repairs
Deny VOC customers
ProfilSkills required
Personality:
Good self-esteem - able to make customers to feel safe even though candidate is new at the position
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
Experience of customer service by phone
Language:
Native in writing and speech in the language of the business unit that the candidate will be working for, in this case Norwegian
Good in English, both speech and writing
Good/ Native in writing and speech in a second Nordic language
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
Ersättning Fast lön
Så ansöker du Sista dag att ansöka är 2023-03-19
Klicka på denna länk för att göra din ansökan Arbetsgivarens referens Arbetsgivarens referens för detta jobb är "2707".
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Aditro Logistics Staffing AB (org.nr 556920-3689),
http://aditrologistics.se/ Kontakt Anja Lowndes
anja.lowndes@aditrologistics.com Jobbnummer 7467386
Observera att sista ansökningsdag har passerat.