Samsung Senior Specialist II Customer Experience Ambassadorship 

Canada, Ontario, Mississauga 

926121215

Our Perks:
• Fantastic employee discount on all Samsung products
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
• Additional Well Being Days for better work life-balance!

Role and Responsibilities

• Engage in a friendly, professional, and helpful manner withRetailers/Dealers/Consumers/Customers.
• Respond to customer questions, requests, and concerns promptly and accurately.
• Investigate and resolve customer issues efficiently and effectively.
• Promote the Samsung Service brand and create Service Awareness through positive interactions and feedback.
• Assist with Customer Retention Management sales efforts and promotional activities, when applicable.
• Gather and report customer feedback to improve service and product quality.
• Maintain accurate records of retailer, consumer and customer interactions and resolutions.
• Work with team members and other departments to ensure seamless customer service.
• Diagnose the root cause of problems, and implement solutions.
• Maintain accurate field service visit documentation and issue resolution.
• Consult and advise leadership on process and performance improvement opportunities that will foster growth, improve customer satisfaction, and operational efficiencies.
• Develop, execute, and manage operational project plans, field visit schedules, followed by managing vendor issues.
• Develop and foster strong working relationships with all vendors, stakeholders, management, and suppliers.
• Develop service campaigns to include a complete media mix including PR, owned and paid media.
• Design and create printed marketing materials such as flyers, brochures etc.
• Collaborate with vendors for Samsung service branded merchandise.
• Distribute service manuals on process to retailers, customers and consumers. Develop a Branded Service scorecard to manage vendor performance and compatibility with the Samsung business.
• Use strategically consumer feedback and market data when necessary, and additional support to the sales teams.
• Work collaboratively with internal Service teams and functions with the overall aim of meeting customer expectations and business objectives.
• Provide KPI analytical information to improve customer service quality based on requests from HQ, NAHQ, and the ServiceOrganization.
• Develop Service Awareness programs and innovative activities that will ensure Samsung Service can provide best in class service delivery.
• Responsible for ADHOC departmental requests that are within scope of job function.

Education:

• A bachelor's degree in Marketing/Customer Service or a related field. Experience through internships or mid-level roles in the consumer electronics industry, along with certifications specific to marketing and or customer service.

Knowledge

• Prior experience in customer service.
• Excellent verbal and written communication skills.
• Friendly, approachable, and outgoing personality.
• Working knowledge of social media platforms and tools.
• Ability to create engaging content that aligns with brand guidelines.
• Strong communication skills: excellent verbal and written communication abilities are crucial for interacting with retailers/customers.
• Customer service skills: experience in providing excellent customer service and handling inquiries effectively.
• Problem-solving skills: ability to analyze customer issues and find appropriate solutions.
• Interpersonal skills: ability to build rapport and positive relationships with customers.
• Empathy and patience: ability to understand and connect with customers, especially during challenging situations.
• Adaptability: willingness to learn and adapt to changing customer needs and situations.
• Product knowledge: familiarity with the company's products and services.
• Teamwork skills: ability to collaborate effectively with other team members.
• Motivation and enthusiasm: a positive and enthusiastic attitude is essential for representing the brand.
• Excellent ability to execute and align with corporate brand guidelines.
• Strong proficiency in Excel, Word, PowerPoint and other MS Office applications.
• Experience in Adobe Creative Suite (Photoshop, Illustrator, InDesign & Premiere Pro).

Experience:

• A minimum of 3-5 years related experience working in operations field preferred.
• A minimum of 2-3 year experience working in marketing/field marketing/customer service/ service an asset.
• A minimum of 2-5 years working with external vendors, customers and or agencies.
• A minimum of 3-5 years inproduct/process/customerservice/marketing/awarenessmanagement.

Travel:

• This role may require travel.