Samsung Voice Customer Specialist 

Romania, Bucharest 

32573371

Role and Responsibilities

• Provide continuous support and care to all customers which reach out our line foranypre and post sales queries with objective of sales increase and maintain a very high Customer Satisfaction level.
• Close cooperation with the Contact Center and other departments in order to deal with customer requests and keep a high level of customer satisfaction to our customers.
• Emphasis on risk prevention through daily verification of every case with Stakeholders or other departments followed by information exchange with the customers.
• 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.

In this role your responsibilities will be:

• 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.
• 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.
• 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.
• Following customer feedback and details
• 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.

Work objective:

• Provide continuous support and care to all customers which reach out our line for any pre and post sales queries with objective of sales increase and maintain a very high Customer Satisfaction level.
• Close cooperation with the Contact Center and other departments in order to deal with customer requests and keep a high level of customer satisfaction to our customers. Emphasis on risk prevention through daily verification of every case with Stakeholders or other departments followed by information exchange with the customers. The employee is responsible for the fulfilment of dedicated KPI for the position through mobilization of all people and procedural resources that has at his/her disposal.
• Follows closely the internal policies, Samsung Values and use strong Customer Care skills in order to resolve all customer requests and to maintain a strong and respectful brand image in front of our customers.

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