Norwegian VOC-agent to Samsung

Are you good with customers? Do you get a kick from helping out in complex matters? Are you the reliable and hard-working type? Continue reading!

Samsung is looking for a voice-of-customer agent (VOC-agent) to handle and investigate cases where customer experience dissatisfaction with product, manufacturer, response or other issues and consequences that affected a customer due to a Samsung product. VOC-agents offers a second look at the case from a different perspective. Customers are often escalated to VOC from call center.

Tasks/Responsibilities

- Registration 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 authorized service center, product specialist 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 cases (document collection, customer information and first instance to handle the case). Create contact and trust.
- Manage product liability 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 questions from customers
- Responsible for goodwill mails for FOC (free of charge) repairs.
- Inform and possibly handle customers with questions and complaints about warranty, complaints or other types of questions / complaints / views
- Assistance 1st line 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 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.


Expectations

- Communicate in Norwegian
- Independently of mainland area, being able to manage incoming VOC cases from various sources.
- 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%.


Practical information

- Start: ASAP, 2 year contract with possible extension
- Contract: Consultancy assignment through The Wofi
- Location: Kista


Questions? Contact Tom on +4676 213 5006 or tom@thewofi.se