Norwegian VOC (Voice of Customer Agent) to Samsung

Are you ready to be a part of the team that ensures Samsung customers have a fantastic experience? As a VOC Agent, you'll be at the forefront of addressing customer concerns related to Samsung products, services, and more. These cases are escalated to us from Samsung's Call Centers after receiving VOC approval.

Your role involves in-depth investigations, where you'll tap into various sources, guided by VOC's established processes and guidelines. We are looking for independent individuals who are open to collaborating with colleagues worldwide. Taking ownership of cases and handling service and claim matters with a great deal of care are essential aspects of this role.

Punctuality, reliability, and effective stress management are key attributes that will help you succeed. Maintaining a positive attitude towards Samsung products and the brand is a must. As a VOC Agent, building strong and long-lasting customer relationships will be a focal point, and you'll be expected to follow both internal and external communication routes while achieving a 100% call log rate.

Are you up for the challenge of making a real impact on customer satisfaction and loyalty with Samsung? Join the team and be part of a dynamic and rewarding environment!

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

- 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

Need-to-have skills

- Experience of customer service by phone

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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

- Native in writing and speech in Norwegian

- Good in English, both speech and writing

Soft skills

- Good self-esteem - able to make customers to feel safe even though candidate is new at the position

- Efficient

- Structured

- Curious

- Driven

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, ASAP - until further notice.

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 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.