This role aims to address and resolve mobile-related support queries for our Samsung business customers efficiently and effectively. You will handle various cases, calls, and online enquiries about our MX products and services. Your primary responsibility will be to provide timely and accurate customer communication responses. We aim to deliver outstanding service to every customer, ensuring they feel valued and understood. Even when their initial requests may not be feasible, your ability to demonstrate empathy, active listening, and problem-solving will provide a positive customer experience. Your dedication to understanding and resolving their concerns will consistently reinforce our customers' trust and satisfaction with Samsung. Job title: Customer Service Advisor Job Description: What's in it for you? £24,375 per annum, plus bi-annual bonus Permanent Working Monday to Friday between 9am and 6pm - 37.5 hours a week Hybrid working from our Leeds office (2 days in office and 3 days at home) Training 3 weeks in office 9am to 5pm What will you deliver? Perform Active Directory (AD) password resets for Managed Services customers promptly and accurately. Proficiently use the Salesforce platform to log, track, and resolve cases from initiation to closure, ensuring comprehensive documentation and follow-up. Address basic Samsung Knox technical queries by effectively triaging and escalating issues as necessary to ensure swift resolution. Coordinate the Samsung Bulk Repair process for business clients, maintaining efficiency and ensuring high levels of customer satisfaction throughout the repair lifecycle. Respond to customer inquiries via phone, email, and online platforms with professionalism and empathy, ensuring clear and concise communication. Demonstrate a commitment to delivering exceptional service by actively listening to customer concerns, understanding their needs, and striving to exceed their expectations. Apply problem-solving skills to resolve customer issues effectively, using available resources and tools to provide accurate solutions. Provide feedback and suggestions for process improvements to enhance service delivery and customer satisfaction. Work closely with internal teams and external partners to ensure seamless support and resolution for business customers. Participate in ongoing training and development programs to maintain up-to-date knowledge of Samsung products, services, and support processes. Who are we looking for? Strong Communication Skills: Ability to convey information, actively listen, and engage with customers effectively to ensure their needs are understood and met. Customer Focus: Prioritises customer needs and satisfaction, striving to exceed expectations and build long-term relationships. Relevant Experience: Prior experience in Samsung support is advantageous, providing familiarity with processes and customer expectations. Technical Proficiency: Experience in mobility and computing is desirable, as it ensures the ability to handle technical inquiries and troubleshoot effectively. Problem-solving skills: Strong analytical and critical thinking abilities to quickly identify issues and develop practical solutions. Attention to Detail: Exceptional accuracy in handling tasks and proficiency in articulating issues, ensuring high-quality service and minimal errors. Data Analysis Skills: Proficiency in Microsoft Excel, able to analyse data effectively to support decision-making and reporting. Product Knowledge: Familiarity with Samsung Knox and related products is advantageous, enabling better customer support and guidance. Self-motivation and Time Management: Strong self-motivation and excellent workload management skills to maintain productivity and meet deadlines. Effective Case Management: Adheres to agreed BSC processes, ensuring efficient case management and resolution. Commitment to Growth: Dedicated to personal and professional growth, staying updated with industry trends, and continuously improving skills and knowledge. What will happen next: Choose 'apply' to submit a short application ensuring you add your contact number, email address and CV so we can reach you easily. The team will then reach out to discuss the role in more detail. Equal Opportunities 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 and we'll get back to you. Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work. 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