Expires soon Samsung

Customer Relations Specialist I (293749)

  • New Delhi, India
  • Administration

Job description

General Description
This position is responsible for all points of SEA customer escalations. Areas of escalation include legal, repair, returns, call center support and general product dissatisfaction. This individual will be the subject Matter Expert regarding all end user legal inquiries and coordinate with SEA legal and various departments to ensure that SEA's policies are effectively understood and communicated. This position will work closely with internal teams (legal, PR, repair, training, call center, 3rd party outsourced, technical support, etc.) to ensure that customer escalations receive expedited and high priority responses from SEA. Additionally, this position is responsible for all inquiries transferred from general agents and social media agents regarding PL (Product Liability) inquiries. Essential Duties & Responsibilities: • Responsible for all consumer inquiries through SEA Contact Center and other source such as SNS, web and other media (TV, newspaper, radio). The Customer relations specialist in PL Operation team is responsible for consumer complaints regarding PL (Product Liability). • Coordinates consumer complaint activity with the BBB (Better Business Bureau), Attorney General and CPSC (Consumer Product Safety Commission). • Responsible for all consumer contact, follow-up, policy content and internal communication with SEA legal regarding customer legal inquiries. • Create, monitor and maintain the Samsung RMA repair process of PL related complaint and responsible for all RMA web portal customer escalation contact. • Establishes and maintains an effective working relationship with internal departments & activities impacting the customer. Reviews and analyzes customer complaints and refers significant trends or potential problems to appropriate levels of management. Provides advice and recommendations for problem resolution according to previously agreed upon customer satisfaction policies. • Responsible for documentation and policy coordination/implementation for all incoming customer complaints via the phone, email and mail and assures that proper and timely responses are made. Manages & reports on customer escalations and how they impact/ relate to negative product trends, poor customer experiences and overall dissatisfaction with SEA (as well as other subsidiaries.) • Maintains Customer Satisfaction database for handset returns, repairs and exchanges. Background/Experience required: • Minimum of 2-5 years of experience in a customer coaching, account support role environment or wireless communications position requiring direct contact with the customer. • Requires specialized technical training and some college or vocational coursework beyond high school level courses, preferably in Customer support and Vocational Education from an accredited technical school, college or university, or equivalent work experience in the telecommunications industry. • Experience with RMAs (phone & online), customer escalations, product liability, interdepartmental communication and internal/external customer documentation is a plus. • Under SEA of a wireless customer support environment in a call or contact center and how it relates to customer satisfaction a plus.
Company Information
SAMSUNG ELECTRONICS AMERICA BIG THINGS HAPPEN HERE. The amazing products for which Samsung is known world-wide are the results of the amazing people who work here. Their talent, creativity, dedication, and commitment to innovation are what make us who we are. To continue to be a world leader in technology, we focus on attracting the best talent available and offer a corporate culture in which every individual can challenge themselves to discover how good they are, and how great they can become. Headquartered in Ridgefield Park, NJ, and with offices in Richardson, TX and Palo Alto, CA, Samsung Electronics America, Inc. (SEA) is a wholly-owned subsidiary of Samsung Electronics Co. Ltd. and a world leader in technology. We market a broad range of award-winning consumer electronics, smartphones, information systems, and home appliances. Samsung's philosophy is based on our strong determination for growth, perpetual innovation and responsibility to corporate citizenship. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry. Our company is currently ranked #7 in Interbrand's "100 Best Global Brands," and named #3 on the Boston Consulting Group list as one of the world's most innovative companies in 2014. At Samsung we work hard – every day. It is a fast-paced and challenging work environment, and we are a nimble team that constantly pushes ourselves to be the best. If you have energy, passion, dedication and drive, and you thrive in a fast-paced workplace, the rewards at Samsung are many. Imagine working for a global company that is a world leader in innovation, in an environment where exciting things happen every day. Imagine working with an amazing group of visionaries/ individuals who make products that bring joy to millions of people across the globe every single day. Imagine where you want to be, and who you want to be. At Samsung...the possibilities are limitless. Apply today and find out why LinkedIn ranked us as one of North America's Most InDemand Employers in 2014. To this end, we follow various protocols during the recruitment process, including but not limited to, avoiding the inadvertent disclosure of confidential information of the applicant's former employer. Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.

Desired profile

Necessary Skills / Attributes
Necessary Skills and attributes: • Excellent verbal and written communication skills • Client service driven with excellent relationship management skills • Ability to effectively engage with and present to all levels of management • Ability to facilitate collaboration with diverse groups/stakeholders • Team oriented, but able to work independently and manage multiple tasks • Self-directed, self-motivated and results-oriented • Exceptional skills in Microsoft Office, including Excel, PowerPoint and Word • Proficiency in Korean language is a plus

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