Samsung CS Project & Data Specialist 

Hungary, Budapest 

593545595

Key Responsibilities

Take a key role in implementing HQ and local projects in line with business requirements and long-term customer service strategies. Monitor major customer service KPIs and set up trends and forecasts. Continuously innovate and optimize processes through process and data analysis. Provide input for business decision-making.

Customer service related project management

• Support the implementation of customer service-related central and locally driven projects. Manage projects end-to-end by defining responsibilities, deadlines, required resources, following up on activities, and updating project status for management.
• Close cooperation with all PICs from various departments locally and globally
• Presentation of projects’ long-term goals, visions and summaries including business analysis
• Monitor the competitors and other brands within the industry, benchmark and use industrial best practices
• Exchange best practices on local, regional and global levels
• Strong cooperation with other departments and external stakeholders
• Monitor brand performance, build a brand vision and innovation plan

CS reporting & data analysis

• Understanding Customer Service KPIs and long-term strategy
• Have overall understanding on Customer Service Network operation
• Preparation of Key Performance Indicator (KPI) reports, data analysis, and visualization to define trends and highlight bottlenecks.
• Based on historycal data, forecast KPI trends including seasonality
• Identification of weak points and development areas
• Preparation of initial plans and strategies inline with the result and requirements
• Research to identify service process innovation possibilities
• Collecting, analyzing and interpreting data on customer interactions to identify requirements and information that can be used to optimize customer experience and quality management.
  - Result monitoring & analyses
  - Competitors Analysis
• Preparing reports - internal purpose and external purpose (Quarterly Business Review with vendors) - Visualize trends and identify weak points and improvement areas

equirements

• Min. BA/BSC degree
• Min. 1-2 years work experience
• Fluent communication skills in Hungarian and English is a must
• Excellent communication skills
• Strong analytical skills
• Ability to handle own projects alone
• Advanced skills in Excel, Word and Power Point
• Multi tasking ability
• Organized way of working, good administrative skills
• Good adaptation skills and flexibility
• Structured and focused way of thinking

What we offer

• Development and learning opportunities
• Access to various e-learnings
• Cafeteria
• Health insurance
• Hybrid working opportunity
• Modern office in the 13th district
• Positive atmosphere
• CSR and other activities
• Free coffee/tea
  

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