Role and Responsibilities
Who are we?
Right across the Pipera metro station, the Samsung Shared Services Centre Europe, established in 2016 in Bucharest (Romania) covers Financial, Customer Service and HR processes for Samsung subsidiaries across Europe.
What is the role about?
As a Customer Service Specialist, you will have the opportunity to :
Process owner CS Admin processes : Warranty Op / Part Op / Return Op - Understand the end-to-end CS processed and particularities, supporting tools and technologies, requirements for team members performing this process in order to be able to align it with global processes and ways of working
Provide best service to customer by supporting the resolution of operational issue.
Offer support on the application and internal systems usage (system access, ID management, helpdesk etc.)
Monitoring the operation performance in share service center (In House and BPO)
Maintaining collaborative relationships between Subsidiaries / HQ / Genpact Team and solving operational problems;
Conduct training, knowledge transfer support and testing BPO team for new or changed policies / processes / systems / etc.
Prepare and periodically update Standard Operating Procedures
Promote service differentiation by discovering best practices and propagating those practices to other service centers.
Recommend improvements to the Customer Service process, as well as standardization of current Customer Service definitions across Europe.
Participate in transformation and improvement projects
Regular service administration operation reporting / Regular issue follow up reporting
Interpret data, analyze results using statistical techniques and provide ongoing reports
Your profile :
A Bachelor's degree in Communication or related field
Excellent English, both written and verbal
Very good analytical, organizational skills and strong attention to details
Relevant experience in a customer service role or a similar position
Proficient in Microsoft Office, especially Excel (SAP system is a plus)
Speed of action combined with accuracy, and ability to learn new things quickly
Highly mobile and able to work in a variety of locations and times as required (must be able and willing to travel within Europe and elsewhere when required)
Continuous improvement mindset
Strong interpersonal skills necessary to communicate at several levels of internal management across the region
Previous experience in a Shared Service is preferred
Skills and Qualifications
Why is Samsung SSC Europe the place to be?
Samsung is a global leader in technology, opening new possibilities for people everywhere. In our center you will be part of a dynamic team, in an international work environment.
Being one of the best in the industry comes with hard work, but we also make it rewarding, so based on your performance we offer :
opportunity to learn and grow along with the center’s evolution,
support for continuous learning via in-class, online trainings and books (Bookster)
daily fresh fruits in the office
additional paid vacation days
private medical subscription
discount to Samsung products
If you are European Economic Resident, please click here.