Position Summary

Why join our team?

This opportunity sits within one of the teams closest to our customers. The European Customer Care Part focuses on identifying customer pain points and addressing them to ensure customers receive the best possible support. As a team, we analyse customer feedback to identify opportunities to optimise our processes and engagement, ensuring customers have a positive experience whenever they encounter an issue with our products or services.

The Customer Care Part focuses on two core areas: Customer VOC & Retention and Contact Centre Operations. This role sits within the Contact Centre Innovation & Operations team, supporting the continuous improvement of customer service channels across Europe.

We are a dynamic team that prides itself on finding innovative ways to improve Customer Experience in a fast-paced and often challenging environment. The role offers strong job satisfaction by enabling you to deliver meaningful improvements to the experiences our customers have with Samsung.

Role and Responsibilities

Your key responsibilities

Manage:

• Lead cross-functional collaboration: Collaborate with key partners from departments such as IT, Operations, and Supply Chain to ensure alignment and effective execution of e-commerce customer care strategies and projects.

• Develop and manage vendor relationships (Call Centres and others): Identify, evaluate, and manage relationships with third-party vendors and service providers, ensuring they align with the company's goals and deliver high-quality support services.

• Oversee the day-to-day achievement and maintenance of agreed e-commerce CS critical metrics, reporting on Pan-EU operational and performance data.

• Standardise for the efficient/optimised processes/features to support customer on e-commerce at the European level for pre-sale, purchase and post-purchase customer service: collaboration with different Samsung subsidiaries is essential

• Analyse and improve as-is processes around e-commerce customer care where required

• Manage new/ongoing e-commerce projects for deliverables and outcomes

Build:

• Develop new eCommerce CS strategy to support in both achieving operational efficiency and boosting direct sales via Contact Centres

• Collate the policies/procedures across the EU subsidiaries to improve overall customer experience (CX) and post-purchase experience (PPX) and standardise at the European level

• Ensure compliance and data protection: Stay aligned with relevant data protection regulations, such as GDPR, and ensure the security and privacy of customer data in alignment with company policies and legal requirements.

Optimise:

• Coordinate and facilitate the eStore requirements for new change management

• Collaborate with the partners amongst local subsidiaries, BPOs, Europe and HQ level across CS to Marketing/Sales teams for the realisation of requirements

• Work with the CS and Marketing/Sales Digital teams to streamline and standardise online (and online à offline) contact journeys.

• Monitor and report on performance: Establish performance tracking mechanisms, generate regular reports, and analyse data to identify trends, areas for improvement, and opportunities for enhancing the customer experience.

Innovate:

• Develop robust workstreams with various partners based on the current & new platform for the better CX and agent journey of the ticketing process for order, refund, refund, cancellation etc.

• Enhance self-service capabilities: Work towards expanding and optimizing self-service options for customers, using technology and automation to improve efficiency and customer satisfaction.

What we need for this role

To be successful, you will possess the following skills and attributes:

• Experience of held a managerial role in eCommerce platform/strategy projects, like Project Manager, Delivery Manager or Technical Manager in eCommerce Service or Marketing team

• Familiarity/knowledge on eCommerce Platforms/Process such as Hybris, AEM, salesforce, ServiceNow, Zendesk etc. is a plus

• Experience in a contact centre environment with exposure to digital (i.e. chat, big data) service would be an advantage

• Understanding of Amazon connect services and knowledge of speech-to-text capabilities would also be desirable

• Strong project managing and organisational skills with attention to detail

• Strong interpersonal skills and inter-cultural working background (experience at the regional HQ of global brand is a plus)

• Analysing large datasets to identify patterns, trends, and insights

• Strong verbal and written communication skills to effectively share findings with Subsidiaries

• Technical, analytical, and presentation skills with a high degree of self-motivation and can-do demeanour with strong MS office skills

• Ability to work under pressure and deadlines. In addition, must be able to manage multiple projects and often competing priorities

• BA degree or equivalent practical experience, advanced degree preferred

What does success look like?

• Implement a new standardised e-Commerce ticketing process across the EU subsidiaries in collaboration with internal partners, BPOs and solution providers

• Improve e-commerce CS critical metrics (NPS, CSAT, First Response Time etc.) and define/manage new metrics which contribute to the sales increase (e.g. refund/return rate decrease, Pending ticket TAT decrease etc.) and the operational efficiency (e.g. contact centre cost saving, increase multi-skilled agent etc.)

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week

• Car allowance

• 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

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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