We are seeking a customer-focused individual who is passionate about delivering high-quality support and can manage complex queries with professionalism and care. The Level 1 Customer Support Representative will be crucial in providing exceptional service to Samsung Channel partners and their customers, focusing primarily on Home Appliance queries. Utilising the Salesforce platform, you will manage and resolve support cases, ensuring each interaction meets Samsung’s high standards for service excellence. This role requires meticulous attention to detail, strong communication skills, and the ability to problem-solve effectively. You will be the first point of contact for customers via telephone, email, and web, adhering to Samsung’s Service Level Agreements (SLAs), including PCA and PCA20, to ensure timely and meaningful responses. Additionally, you will leverage resources such as Likewize and knowledge articles to triage and resolve customer issues, becoming a champion of Samsung’s service experience. Job title: Samsung BSC Level 1 Advisor Job Description: What's in it for you? We offer full training and support when you join us, and there will be opportunities to grow and develop within the business. As part of this pioneering team, you will receive additional ongoing coaching and development levels. There will also be monthly incentives and bonuses for delivering the highest levels of customer satisfaction; additionally, we also offer… A competitive salary Hybrid working mo Half-yearly bonus scheme 23 days holiday increasing to 27 (including public holidays) A pension scheme A wide range of discounts on many products and services Childcare vouchers A cycle2work scheme Interest-free season ticket loans On-site parking where available Free city centre shuttle bus Monthly incentive scheme Apprenticeship programme leading to a formally recognised professional qualification from the CMI in Management & Leadership Development What will you be doing? Provide expert support to Samsung Channel partners and their customers, specifically addressing Home Appliance queries Act as a Samsung service champion by delivering exceptional customer service via telephone, case creation, and email. Efficiently utilise the Salesforce platform to log, manage, and resolve support cases, ensuring timely and accurate case handling. Maintain meticulous attention to detail to ensure the highest case management and resolution quality. Respond promptly to end-user queries, adhering to Samsung’s SLAs, including a 2-hour meaningful customer response time. Effectively triangulate and triage customer issues by leveraging Likewize and utilising knowledge articles to enhance product understanding. Proactively follow up with customers to ensure satisfaction and provide updates on ongoing cases, maintaining a strong customer relationship. Identify recurring issues or trends and escalate them to the appropriate team for further investigation and resolution. Continuously update and expand your knowledge of Samsung products and services to provide accurate and up-to-date information to customers. Collaborate with team members and other departments to resolve complex customer issues and ensure a seamless customer experience. Handle customer feedback and complaints professionally, turning potentially negative experiences into positive outcomes where possible. What are we looking for? Customer-Centric Mindset Effective Communication Skills Attention to Detail Problem-Solving Ability Technical Proficiency Time Management Adaptability and Learning Agility Collaboration and Teamwork Resilience and Stress Management Proactive Initiative. What will happen next: Choose apply now to fill out our short application Your application will be reviewed and if successful; You will be invited to attend a interview with the Hiring Manager You’ll get the chance to follow your chosen career path anywhere in Capita. We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustmentscapita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website. Location: Leeds, United Kingdom Time Type: Full time Contract Type: Permanent