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 Customer Service Advisor
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.
* A competitive salary of £23,731.50
* Hybrid working from our Leeds office - 2 days in office, 3 days at home
* 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' 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 employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.
Location: Leeds, United Kingdom
Time Type: Full time
Contract Type: Permanent
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