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Samsung Electronics
,
Chertsey, Surrey
Customer Success Support
Overview
Job Description
Position Summary The role will support the Service Operations & Quality team and Sales Subsidiaries in the management of key Customer Satisfaction strategic and operational improvement projects in Europe. You will be actively contributing to the establishment, implementation and management of Customer Satisfaction improvement projects, working with the European Senior Customer Success Manager, European Service Operations & Quality Director and the wider ECSO team. Role and Responsibilities * Analyse European Customer Satisfaction survey feedback to identify trends and patterns, and propose operational improvements * Support the usage and development of internalVOC systems and processes * Run reports and perform analysis on key metrics (weekly, monthly or ad hoc) * Administrate the online Mosaic Community - (ECSO VOC Community) * Assist inreview and localisation of guidelines/policies/procedures * Analyse Operational critical metric data pertaining to Customer Service * Producereports and presentations to support multiple Customer Service projects Skills and Qualifications * Educated to degree level (Business Management) desirable * Proactive and self-motivated, able to take initiative and drive results * Customer service focus with an appreciation for empathy * Ability to multitask and balance multiple priorities simultaneously * Strong verbal, written communication skills with the ability to present * Good analytical skills with experience in handling, manipulating and interpreting data * Proficient in Microsoft Office applications (Excel, Word, Power Point etc.) * Ability to prioritise and adapt to change, showing flexibility and robustness * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.