Norwegian VOC-agent to Samsung

The Workers Of First Impression AB / Kundservicejobb / Stockholm
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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

Varaktighet, arbetstid
Heltid 2 year contract possible extension

Publiceringsdatum
2021-07-05

Ersättning
Lön enligt överenskommelse

Så ansöker du
Sista dag att ansöka är 2021-12-22
Klicka på denna länk för att göra din ansökan

Företag
The Workers Of First Impression AB

Omfattning
Detta är ett heltidsjobb.

Arbetsgivare
The Workers Of First Impression AB (org.nr 559088-2394), http://www.thewofi.se

Arbetsplats
The Workers of First Impression

Jobbnummer
5847766

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