Position Summary

As a VOC Specialist you will promote all kinds of necessary service plans by managing all the processes that customers experience and solve quality problems at an early stages and minimize the loss through technical support when quality issues occur to customers.

Role and Responsibilities

Respond to all customers enquires in written or voice call within given timescales, efficiently and effectively.Ensuring that all cases and calls are logged in accordance with the Data Quality guidelines.Reaches and maintain a high level of sales & technical competence, customer service skills and empathy.Provides support for customers for presales, sales and after sales queries, this includes – product information, order placement, order cancelation, product return, stock details, customer complaints status, etc. based on internal procedures.Based on internal trainings provided and own experience he/she develop and maintain a full technical knowledge of Samsung products and services which will be used during interactions with customers.To be able to recognize when a problem or query should be transferred to another department or to a more senior member of staff in order to prevent any unnecessary risk.Position holders will have to advise customers of the most appropriate options / solution by following predefined procedures and guidelines within the contact centre.To consult product manuals, knowledge base or other departments in order to be able to advise customer in timely manner about appropriate options / solutions.Following customer feedback and details, independently decides whether the case can be solved within the scope of support by following defined procedures and guidelines, or it has to be escalated to other department or the customer has to be referred to a third-party Authorised Service Centre (ASC).Prioritizes the cases of receiving feedback from customers according to Samsung procedures, making quick decisions for maintaining the best image of the company on the market.Prepares the required reports for the management.The employee is responsible for the accuracy and veracity of the documents prepared by them.Fulfils other responsibilities formulated by the management in the established legal framework and according to the relevant position.The employee is responsible according to the established hierarchy for conformity and proper implementation of all procedures and work regulations.Works in order to meet and to improve the KPI designated for his activity.Offer support in completing of various activities or projects required by local, regional or global management. 

Skills and Qualifications

University degree or equivalent qualification;Experience in Consumer Electronics, e-Store field of at least 3 years.Experience in meeting and surpassing the expectations of the customers and KPI.Excellent communication skills (written and spoken), preparation of written presentations and reports and analytical skills (ability to identify problems; collect data, identify facts, draw conclusions and provide solutions).Ability to prioritize the work volume in order to meet challenging deadlines and ability to multitask.Experience in negotiating and diplomacy.The employee should be active and innovative.Proactiveness with a vision for constant quality adding towards the clients and the company:Adaptability, ability to work in a multinational environment.Work experience with MS Office: MS Word, MS Excel and MS PowerPoint

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