Customer Relations Coordinator to Samsung

We are currently looking for a Customer Relations Coordinator to an exciting opportunity with our client Samsung! This is a consultancy opportunity starting as soon as possible.

About the company:

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.

About the role:

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.

Tasks/ Responsibilities:

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
• In addition to the VOC services, tasks within the respective job skill and knowledge may be required by Samsung from time to time.

Improvement and prevention

• Assist in training for new VOC Customer Relations Coordinators.
• Assist with support and knowledge for 1;st line VOC agents.
• Assist Customer Care Manager in organizing and implementing major tasks as well as relieving daily work.
• Work as an escalator and coordinate people or functions in relation with a difficult case or a dissatisfied customer.
• Manage VOC´s processes
• Prevent poor Customer handling., by initiating and drive minor projects
• Analyze the incoming volume and type of errands in periods of heavy workload
• Escalate issues in the team to management

About you:

Expectations

• High understanding of Consumer Law.
• Significant experience (5+ years) in handling complex claims, ideally within the Consumer Electronics services sectors.
• Excellent communication and interpersonal skills to work effectively with both internal and external stakeholders.
• You have the ambition to find out what the next step is, and to take action when needed.
• You are confident enough to take extra steps to find the right way forward, if it is not obvious
• 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.
• Be a good role model for the team - Positive attitude towards Samsung products, Samsung as a brand, and Samsung customers.

Personality

• You are accustomed to work independently and also thrive as part of a professional team, where you collaborate with your colleagues to find optimal solutions for our consumers.
• You feel comfortable working in a fast-paced environment, managing multiple tasks and priorities simultaneously while adapting to changing needs
• You have enthusiasm for contributing to the development of new processes and contributing to improving the section.
• You have a high sense of responsibility, you are truly self-motivated and driven
• Additionally, we value candidates with a Consumer first focus, a commercial mindset, and a high understanding of Consumer Laws.

Some words that describe you;

• Detail-oriented
• Professional
• Ambitious
• Confident
• Service-minded
• Self-motivated
• A "doer" mentality
• Efficient
• Structured
• Curious
• Driven

Need to have

• Experience of customer service involving insurance handling/regress demands
• Experience from consumer law
• Experience of customer service by phone
• Experience from customer service for after sales
• Medium/high experience of Outlook and word
• Medium/high experience of Excel

Language

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

Wish to have

• Good/ Native in writing and speech in a second Nordic language

Interested: 

If you are up for the challenge and reckon that this position fits your profile, we would like to hear from you. Apply today, as we are reviewing applications ongoingly and the position might be filled before the application deadline.