Position Summary
Why join our team?Samsung is an internationally renowned organisation and ranks amongst the leading global technology organisations. Our Company philosophy is to devote its talent and technology to creating superior products and services that contribute to a better global society. We believe in placing high value in our people and technologies to underpin our success!
The Customer Experience team in Samsung UK is responsible for all aspects of support across all products, Consumer Customers and Business Clients alike. It sits as a key pillar of the overall organisation alongside Sales, Marketing and Finance locally whilst forming part of the global Customer Service infrastructure. In Customer Experience we support customers throughout the whole product ownership lifecycle from pre-purchase advice, throughout all aspects of product support in life, and then again at the point where replacement purchase is being considered.
This is an exciting opportunity to join our MX Service Delivery Team as an MX Operations Coordinator. The MX Service Delivery Team covers Samsung Mobility category (Phone, Tablet, PC, Hearable, and Wearable) and provides a support experience to Samsung customers across the lifecycle of their product!
We are absolutely passionate about delivering a premium level of customer support experience you associate with our brand. Working within MX Service Delivery, you will share that passion and be a fundamental part of the team that delivers an enhanced customer experience every time whilst finding new ways to elevate the support that we deliver.
Role and Responsibilities
Your key responsibilities
As an Operations Coordinator, it is your role to understand the MX Service Delivery network, the MX partners, the services that we provide and the overall customer journey. The MX Operations Coordinator will provide support to our MX partner network establishing a pathway to resolution for their day-to-day requests via our case platform. You will be responsible for accurately reporting on performance metrics daily, weekly and monthly, analysing data to understand where customers experience difficulties or process could be improved.
You will work in close partnership with and collaborate alongside the MX Operations & Support Manager for the support of commercial processes. Processing the administrative tasks for delivery of Warranty Services, Managed Services, Key Projects and ongoing account management for key Samsung customers and delivery partners. You will collaborate with the wider CX team on key results and projects relating to the MX customer journey.
Support MX partners & customer via our case platform with queries relating to service order support.
Provide regular & accurate reporting relating to WIP (work in progress)
Analyse and process data relating to customer and partner feedback to provide meaningful insights to the MX team for improvement planning.
Collaborate with the wider MX & CX team to preserve adherence to our performance metrics.
Provide a rapid response to customer concerns with the ability to retrospectively document entire customer journey using available resources.
The ability to interpret and reference process documents to adhere to service processes understanding the implications and reasons for implementation.
Driving administrative procedures relating to enhanced MX services and other commercial activities.
Updating process documents relating to the MX Support daily activities.
Identifying areas for improvement within the CX infrastructure and working with the MX Operations & Support Manager to implement change.
Work on key activities & projects across the product portfolio as required. Ensuring the readiness for New Product or Process Introduction by working with key collaborators.
Adhoc day to day activities that need to be supported in relation to MX Service Delivery activity.
What we need for this role
To be successful, you will possess the following skills and attributes:
Ability to diarise & manage tasks effectively.
Be able to focus on multiple workstreams and maintain excellent attention to detail.
Strong communication skills both written and F2F.
Ability to understand, follow and update process guides & documents.
Interpreting data, designing, compiling and analysing reports.
Able to maintain required level of company confidentiality.
Commercial Awareness
Experience of SAP & CRM systems.
Proficient in Microsoft Power Point, Visio & Excel.
What does success look like?
Have an excellent understanding of the MX customer journey & services provided via our partner network.
Be able to competently complete all tasks required for MX Operations Coordinator role.
Be able to learn & navigate multiple internal systems.
Be able to navigate the CX team for support on daily activities.
The interview process
Initial Screening (Video Call) with MX Operations & Support Manager 2. F2F Interview (Chertsey) with MX Operations & Support Manager & Head of MX
Skills and Qualifications
• Learns to use professional concepts. Applies company policies and procedures to resolve routine issues
• Works on problems of limited scope. Follows standard practices and procedures
• Normally receives detailed instructions on all work
• Typical entry point for university graduates
Benefits of working at Samsung include
Hybrid working – 3 days in the office and 2 days at home per week
Bonus scheme linked to individual, team and company performance
Pension contribution
Three volunteering days each year
Holiday - 25 days plus bank holidays and an additional day off for your birthday
Access to discounts on a wide range of Samsung products
Access to a discount shopping portal
Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need
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