• Job Description

  Req#: R83435

  Position Summary

  Why join our team?
  Samsung is an internationally renowned organisation and ranks amongst the leading global technology organisations. Our Company philosophy is to devote its talent and technology to creating superior products and services that contribute to a better global society. We believe in placing high value in our people and technologies to underpin our success.
  
  The Customer Experience team in Samsung UK is responsible for all aspects of support across all products across Consumer Customers and Business Clients. It sits as a key pillar of the overall organisation alongside Sales, Marketing and Finance locally whilst forming part of the global Customer Service infrastructure.
  
  In Customer Experience we help customers throughout the whole product ownership lifecycle from pre-purchase advice, throughout all aspects of product support in life, and then again at the point where replacement purchase is being considered.
  
  Our support is provided through self help Online digital support tools, through Agent led contact centre channels, and through a network of engineer resources on the high street, in customers’ homes and through a network of central repair centres.
  
  Being part of the Customer Experience team for Samsung provides the exciting opportunity to engage with all aspects of customer support throughout the company to drive brand loyalty and thus organisational success and growth
  This role is heading up the Knowledge side of the Service Delivery team, where you will work with all teams intrinsic in the creation of Samsung accredited knowledge for contact centre agents, accredited engineers and all colleagues in customer facing and admin roles. They require the necessary product, system and process knowledge to support and repair our mobile experience devices, digital appliances and audio visual products.
  
  This is a key area in ensuring anyone offering Samsung technical support or repairs has access to the correct knowledge expert knowledge to give the bet experience possible to our customers.

  Role and Responsibilities

  Your Key Responsibilities:

  Providing the management to ensure the correct knowledge is available to the relevant people at the right time

  • Handling any knowledge requests from any part of the business and channeling the request to the correct business area, for example: contact center, repair network, Support website, sales website etc.

  • Briefing updated knowledge out to the relevant areas of the business

  • Managing the product trouble-shooter used for all product queries through voice, chat and online across all product categories (Mobile, Tablet, Wearables, Audio, Note PC, TV, Monitor, Refrigeration, Laundry, Dishwasher, Cooking and Floor care)

  • Working with the sales teams to ensure correct product information is available to all relevant support staff

  • Working with the engineering teams to ensure correct technical advise is available to all relevant support staff

  • Checking the success of knowledge content via surveys and audits and making the necessary changes

  • Co-ordinating knowledge needs analysis so that correct knowledge areas are targeted and addressed

  • Liaising with key partners across business to ensure knowledge requests are delivered, making the necessary prioritizations where necessary

  • Innovating the delivery of knowledge to maximize engagement, knowledge retention and satisfaction across all platforms (contact center agent portal, engineer knowledge platform, online trouble-shooter etc)

  • Devising knowledge plans for any new Product or Service launches, so that all relevant personnel are aware of key information ahead of launch

  Skills and Qualifications

  Your Key Objectives:

  • Delivering training via your team to a network and providing self-help solutions that give the results expected on the main critical metrics:

  What does success look like?

  Deemed best in class within Europe for Customer Experience knowledge with a robust delivery process for all agents and engineers to adhere to. The UK subsidiary doing well in the global Samsung Quality Award scoring higher than comparable European subsidiaries.

  What we need for this role

  To be successful, you will possess the following skills and attributes:

  • Worked within a large organisation

  Soft skills

  • Ability to explain technical detail using simple language

  • Ability to assess training needs

  • Ability to project manage

  • Able to self-motivate

  • Good attention to detail

  • Driven to deliver

  • Able to multitask and meet tight deadlines under high pressure

  • Passion to learn

  • Self-motivated and able to work with minimum direction

  • Prepared to challenge the Status Quo

  • Energetic and enthusiastic about technology

  • Ability to build relationships with people at all levels and across multiple departments and functions

  • A willingness to undertake occasional domestic and international travel is required

  Hard skills/experience required

  • In depth knowledge of Consumer Electronics

  • Understanding of technology, retail industry and the support industry

  • Product support or repair experience in a customer facing environment

  • Computer literate and good understanding of Microsoft PowerPoint (additional experience of other content creation packages would be a bonus, e.g. Adobe Captivate, Premiere, etc.)

  • Strong communication skills – both written and verbal (presenting)

  • Able to communicate across multiple platforms

  • Good interpersonal skills

  • Experience working for a large, multicultural organisation

  • Full driving license

  Benefits of working here at Samsung include:

  • Hybrid working (3 days office & 2 days at home)

  • Bonus Scheme

  • Pension contribution

  • 3 x volunteering days each year

  • Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!

  • Access to staff sales discounts on a wide range of Samsung products  Access to discount shopping portal

  We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

  We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. We create the future by fostering a diverse culture to drive sustainable growth

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• About the company

  Samsung is committed to complying with local laws and regulations as well as applying a strict global code of conduct to all employees. It believes that ethical management is not only a tool for responding to the rapid changes in the global business environment, but also a vehicle for building trust with its various stakeholders including customers, shareholders, employees, business partners and local communities. With an aim to become one of the most ethical companies in the world, Samsung continues to train its employees and operate monitoring systems, while practicing fair and transparent corporate management.

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