Norsktalande Customer Service Agent till Konsultuppdrag

We are looking for a Norwegian-speaking Voice of Customer Agent for our client, a large international technology company.
The assignment is full-time and for a period of 2 years.
Key goals of VOC (Voice of Customer) Agent
As VOC (Voice of Customer) Agent, you will have an integral part in ensuring we stay on top of the market and continue to enrich and simplify the consumers’ lives.
To handle and investigate cases where customer experience dissatisfaction with product, manufacturer, response or other issues that affected a customer due to a Samsung product. Customers submit their case to VOC via a link given to them from call center or VOC. VOC perform a thorough investigation of the case, based on information from workshop, dealer, call center, consumer law, Samsung’s legal department and/or other possible resources.
Tasks/ Responsibilities in this role includes:
- Registration, investigation 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 workshops, product specialists and call center to resolve cases.
- Assess the causes, consequences and solutions of the cases based on the nature of the case.
- 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 (PL) errands (produktsäkerhetsärenden) (document collection, customer information and first instance to handle the case). - Create contact and trust.
- Manage PL 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 (refund/credit) questions from customers
- Responsible for goodwill mails for free of charge repairs.
- Inform and handle customers with questions and complaints about warranty, complaints or other types of questions / complaints / views
- Assistance 1st line (call center) with answers to questions about warranties, complaints and other VOC-related information
- Help product specialist and product manager 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
Some key expectations on this role:
- Independently of mainland area, being open and able to help colleagues with incoming VOC cases even for other countries
- 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.
- Ability to log and compile problems and solutions.
- 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.
About you:
- Efficient, structured, curious and driven
- 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
- Medium/high experience of Outlook and word
- Basic/medium experience of Excel
- Experience of customer service by phone
Language skills:
- Native in writing and speech (Norwegian)
- Good in English, both speech and writing
Wish to have skills (not mandatory):
- Experience from customer service for after sales
- Experience from consumer law
- Experience of customer service handling compensation, return, credits
- Experience of customer service involving insurance handling/regress demands
About the assignment
For this assignment you will be hired as a full-time consultant by Digitalenta. We offer our consultants a generous package including healthcare allowance, insurance policy, paid vacation days and pension savings. In addition, you'll also have a dedicated consultant manager available throughout your employment with us, in addition to optional networking activities with our network of consultants.
The assignment is full-time and for a period of 2 years.