VOC Agent - Norweigian

Key goal of Agent
- VOC agents handles and investigates cases where customer experience dissatisfaction with product, manufacturer, service, response or other issues that affected a customer due to service or purchase of a Samsung product.
- VOC does not receive any errands directly from end customer, all errands are escalated to VOC from our Call Centers, after accept from VOC.
- VOC perform a thorough investigation on escalated cases, based on information from workshop, dealer, call center, consumer law, Samsung’s legal department and/or other possible resources, and with the help of VOC’s processes and guidelines.
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.
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
- Assesses compensation according VOC’s processes and manuals
- Create goodwill mails for free of charge repairs
- Deny VOC customers

Skills required 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 Norwegian
- Good in English, both speech and writing
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
- Good/ Native in writing and speech in a second Nordic language

Om arbetsgivaren 21Activa är ett bemannings- och rekryteringsföretag med över 50 års samlad erfarenhet från bemannings- och rekryteringsbranschen.Vi har stor erfarenhet av bemanning inom lager, logistik, transport och administration, både på arbetar-och tjänstemannasidan. Vi sitter i lokaler i Rosersbergs och i Arlandastads industriområde och våra kunder finns i Stockholmsområdet, Uppsala och i Mälardalen.Vår filosofi är enkel, vi ska vara samarbetspartnern som finns på plats för våra kunder OCH vi ska ha den mest nöjda personalen i branschen. För välmående personal gör ett bättre jobb och kunderna når bättre resultat.