Position Summary
Why join our team?
Samsung is an internationally renowned organisation and ranks amongst the leading global technology organisations. Our Company philosophy is to devote its talent and technology to creating superior products and services that contribute to a better global society. We believe in placing high value in our people and technologies to underpin our success!
The Customer Experience team in Samsung UK is responsible for all aspects of support across all products, Consumer Customers and Business Clients alike. It sits as a key pillar of the overall organisation alongside Sales, Marketing and Finance locally whilst forming part of the global Customer Service infrastructure. In Customer Experience, we support customers throughout the whole product ownership lifecycle from pre-purchase advice, throughout all aspects of product support in life, and then again at the point where replacement purchase is being considered.
This is an exciting opportunity to join our MX Service Delivery Team as an MX Operations Coordinator. The MX Service Delivery Team covers Samsung Mobility categories (Phone, Tablet, PC, Hearable, and Wearable) and provides support to Samsung customers across their product lifecycle.
We are passionate about delivering a premium customer support experience associated with our brand. Working within MX Service Delivery, you will share this passion and be a fundamental part of the team that delivers an enhanced customer experience while finding new ways to elevate our support.
Role and Responsibilities
Your key responsibilities
* Understand the MX Service Delivery network, the MX partners, the services provided, and the overall customer journey.
* Support MX partners & customers via our case platform with service order queries.
* Provide regular & accurate reporting on WIP (work in progress).
* Analyze data related to customer and partner feedback to identify areas for improvement.
* Collaborate with the MX & CX teams to meet performance metrics.
* Respond promptly to customer concerns and document the customer journey.
* Interpret and reference process documents to ensure adherence to service processes.
* Drive administrative procedures related to MX services and commercial activities.
* Update process documents regarding daily activities.
* Identify areas for process improvement and work with the team to implement changes.
* Participate in key activities & projects across the product portfolio, supporting new product or process introductions.
* Support ad hoc activities related to MX Service Delivery.
What We Need for This Role
To be successful, you will possess the following skills and attributes:
* Effective task management and diarising skills.
* Ability to focus on multiple workstreams with high attention to detail.
* Strong communication skills, both written and face-to-face.
* Ability to understand, follow, and update process guides & documents.
* Data interpretation, report design, and analysis skills.
* Maintain confidentiality at all times.
* Commercial awareness.
* Experience with SAP & CRM systems.
* Proficiency in Microsoft PowerPoint, Visio & Excel.
What Does Success Look Like?
* Excellent understanding of the MX customer journey & services.
* Completion of all role requirements effectively.
* Ability to navigate multiple internal systems confidently.
* Effective collaboration with the CX team for daily activities.
The Interview Process
Initial screening via video call with the MX Operations & Support Manager, followed by a face-to-face interview in Chertsey with the MX Operations & Support Manager & Head of MX.
Skills and Qualifications
* Familiarity with applying professional concepts and company policies to routine issues.
* Works within limited scope, following standard practices and procedures.
* Typically receives detailed instructions.
* Suitable as an entry point for university graduates.
* For more information, visit Samsung membership privacy policy at: https://account.samsung.com/membership/policy/privacy. For EU residents, see: https://europe-samsung.com/ghrp/PrivacyNoticeforEU.html
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