Contact Center Leader position Open for All - Buenos Aires, Argentina - Samsung Electronics

Samsung Electronics
Samsung Electronics
Empresa verificada
Buenos Aires, Argentina

hace 1 semana

Sofía Rodríguez

Publicado por:

Sofía Rodríguez

beBee Recruiter
Descripción
Position Summary


At Samsung we are committed with our key value of People, in that sense, our People Team mission with our internal Talents is to help them reach their full potential by providing tools and possibilities for growing inside the Company and by ensuring a work environment where they can be their best version.


If you are looking for new challenges we invite you to review the Job Postings of our LATAM Career Hub and move forward with your future.

Role and Responsibilities

Job Summary

Also responsible for all the customer ́s VOC and claims.

Focus on providing the best solution for the customer and they company, analyzing cost for the company and offer to the customer.

Opportunities to working with SEASA Customer Satisfaction Team

Areas Responsibilities in this role, you will be responsible for:
[Customer Experience Management] Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation. Analyze all the processes that customers experience and participate in providing suitable customer services accordingly

[Quality Management] Responsible for area KPIs. Analysis regarding metrics and improvement resolutions. Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers. Responsible for surveys administration, results follow up and improvement plans

[Customer Support Management] Responsible for vendors operation, SLA, quality and control. Provide efficient solutions to customers by developing and operating online contents. Perform activities for customer support by developing contents for customers to find solutions for problems through online

[Remote Customer Support] Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.


Requirements:


  • Academic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similar
  • Professional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience

Preferred:
Telcos, tech, consumer electronics- Specific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center


CRM platform- Languages:
Fluent English

Skills and Qualifications

Before applying, read carefully the following information:

  • This position is open for employees from of all countries of LATAM
  • In order to be considered for the role you need to have 12 month of seniority if you are from the same subsidiary / 36 months of seniority if you are from a different subsidiary
  • Time in the current position should be at least 12 month with no disciplinary action in the last 12 months
  • Performance review ratings from the last 3 years have to be: Meets/Exceeds Some/Exceeds Most
  • Application criteria: from supervisor level in case of employees from the same subsidiary and Jr. Manager for employees from other subsidiaries
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