Norwegian Speaking Customer Service Agent to Samsung

We are currently looking for a Norwegian-speaking Voice of Customer (VOC) Agent for an exciting opportunity with our customer Samsung! This is a two-year contract with good possibilities for 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 70 years, we set our sights on the future, anticipating market needs and demands so we can steer our company toward long-term success. As B2B Support 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.

About the role:

Key goal of VOC Agent:

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:

• 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.
• Establish and maintain a good and comfortable customer relationship.
• 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
• If needed assist XPOS team with cases XPOS team themselves cannot handle.
• 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
• In addition to the VOC services, the agent shall perform such tasks within their respective job skills and knowledge as may be required by Samsung from time to time.

About you:

Expectations:

• 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.
• 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%.

Authority VOC (decisions allowed to make):

• Assesses compensation according VOC´s processes and manuals
• Create goodwill mails for free of charge repairs
• Deny VOC customers

Personality:

• Good self-esteem – able to make customers to feel safe even though candidate is new at the position
• Efficient
• Structured
• Curious
• Driven

Need to have:

• 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:

• Native in writing and speech in the language of the business unit that the candidate will be working for, in this case Norwegian
• Good in English, both speech and writing
• Good/ Native in writing and speech in a second Nordic language

Wish to have:

• 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

Samsung is a dynamic company in a fast moving industry, there are many opportunities to grow and develop! In order to enjoy working with us you must be a person who appreciates tempo, change and to take own initiatives.

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.