Job Description

• This person should come from a customer care/customer service background, possibly could have worked in a contact or call center working with customer service agents. This person does not need to be an analyst, its more important that they understand customer experience/problem resolution.
• This employee will provide coaching and suggest area of improvement. Corrective action coaching on how calls from agents could have been handled better. Understanding delays or bottlenecks in resolving customer issues.
• Must be very detail oriented.
• Will be approving pending refund and exchange tickets and mindful as to what meets ENR (exchanges and refunds) requirements as refunds and returns affect Samsung's budget
• They will sometimes be required to make outbound customer calls (NOT inbound) if there are high volume days or staffing issues, so they should have 2-3 years of customer service experience.

Skills and Tools - Top 3 skills for this role: technical, functional, professional skills.

• Customer service (2-3 years)
• Excel (being able to manage spreadsheets)
• Communication (verbal and written)
• Project management is important
• Claims management would help since they resolve returns/exchanges on damaged products

Education and Certifications:

• Degree is preferable but HS diploma with experience is perfectly acceptable.

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