Samsung Mobile Assistant Manager, Customer Care in Texas

General Description

This role reports to Senior Manager Customer Care which is a unit under Customer Experience Management Group. The candidate’s primary focus is to provide management direction and guidance to teams in SE Asia & Oceania, in the area of customer satisfaction. Primary Responsibilities and Key Role Strategic role :

  • Analyse trends across various subsidiaries and report on established customer feedback mechanisms. Follow up with underperforming subsidiaries to determine the root causes of claims and complaints. Monitor subsidiaries processes to ensure adherence to procedures and policies. Design/recommend suitable interventions which may require on-site presence to implement change.

  • Analyse quantitative and qualitative data from customer feedback surveys to identify customer needs, trends and increase productivity. Evaluate, organize and present data with the goal of highlighting useful information and supporting recommendations to improve overall customer satisfaction and service differentiations.

  • Expert in customer surveys and feedback tools with in depth knowledge of how these systems work to support the overall customer satisfaction and reporting framework.

  • Knowledge of customer service standards in various industries and able to contribute information and analysis to organizational strategic plans and reviews. Quality & Training role

  • Review established work procedures with the aim of improving customer experience for customers. This may involve working closely with subsidiaries and external vendors to better understand unique cultural or regulatory procedures to achieve the objectives of the company.

  • Improve customer satisfaction performance by studying, evaluating and redesigning processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes in collaboration with subsidiaries to enhance the Samsung brand.

  • Conduct internal and external benchmarking and competitive analysis to identify and apply best practices. Develop schemes/initiatives to recognize and encourage outstanding performers at group level or at individual level.

  • Responsible for staff training on customer service related programmes (mainly soft skills) and service campaigns.

  • Any other ad-hoc projects as assigned by immediate supervisor, RHQ CS Group and Team Leader.

Necessary Skills / Attributes

  • Candidate should possess a degree or diploma with minimum 5 years of related customer service experience.

  • Ability to work under pressure and meeting tight deadlines.

  • Good interpersonal skills, multi-task and ability to follow-up.

  • Good command of spoken and written English

Company Information

For more than 40 years, the name Samsung has been at the forefront of innovation. Samsung's discoveries, inventions and breakthrough products have helped shaped the history of digital evolution. Today, Samsung Electronics Co., Ltd. is a global leader in technology, opening new possibilities for people everywhere. Guided by a simple philosophy “Inspire the World, Create the Future”, Samsung is committed to developing new technologies and innovative products that enhance the lives of its customers, employees & global community.

Category: Service

Full-Time/Part-Time: Regular Full-Time

Location: , Singapore, Richardson Texas, Singapore, Singapore