B2B Technical Support Agent to Samsung

We are currently looking for a B2B Technical Support Agent to an exciting opportunity with our client Samsung! This is a consultancy opportunity a 2-year contract starting as soon as possible with the possibility for an extension. 

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 80 years, we set our sights on the future, anticipating market needs and demands so we can steer our company toward long-term success. As Supply Chain Coordinator, you will have an integral part in ensuring we stay on top of the market and continue to enrich and simplify the consumers´ lives.

About the role:

As a B2B Support Agent you will join the Customer Satisfaction team which handles all Samsung after sales activities in the Nordics with the goal to provide a world class experience to our customers. You will assist with professional customer service by, with the customer in focus, troubleshooting and supporting each individual customer regarding following products: Air condition, monitors, hospitality TV, LFD, Laptops, Knox support for mobile phones or any other future released products aimed for the Nordic B2b market.

Key Deliverables: 

• Be careful and responsive not to miss important information.
• To keep what has been agreed upon, as well as follow up on the customer´s case as needed.
• Handling of customers / cases by telephone and mail.
• Follow up selected cases to ensure that solution / service is performed according to agreement.
• All agents deal with all countries, with shared responsibility.
• Correctly register customer interactions and contacts to ensure the best possible experience.

Job Scope: 

• Independently of mainland area, being able to manage incoming B2B cases from various sources.
• Regardless of who received and started a case, take ownership of, and complete the case across the entire supported product range.
• With the greatest care and understanding handle service & support matters.
• Registration/logging of service cases must be done within 15 minutes of the end of 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%

Your Profile:

Required Qualifications & Experience: 

• 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
• Able to communicate cross functionally through various departments and stakeholders
• Able to handle sometimes angry customers contacting support
• Medium/high experience of Outlook and word
• Basic/medium experience of Excel
• Experiences working with SLA targets
• Minimum 1 year experience from technical support by phone, for similar products
• Fluent in Swedish
• Professional proficiency in English, both speech and writing 

Wish to have: 

• Experience from technical support for screens, monitors, TV:s, Laptops or other NPC products
• Knowledge of another Nordic language is a plus

Personal Attributes: 

• Efficient
• Structured
• Curious
• Driven
• Service minded
• Team player

Sounds interesting?

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. 

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