About this Customer Service Senior Executive role at Samsung
Position Summary
1. Establish goals regarding market quality, and manage market quality index in order to achieve the goals.2. Identify and analyze the market defects and customer complaints and share with the relative departments to solve problems.
Role and Responsibilities
• CS Operations Overall Key Performances Index (KPI) management:
- Monitor overall CS operations performance thru pre-defined system and index.
- Analyze KPIs and conduct comprehensive report to CS management.
• Sales Support Management:
- Main contact of CS Sales Support management to stakeholders.
- Execution to CS sales products: Service Package (B2C, B2B, SC+), Value-Added Services.
• Data Analysis:
- Set up model of data analysis for overall CS operation report and dashboard.
- Improve accuracy of data and avoid abnormal or mis-matching claims.
- Study CS operation productivity improvement based on data analysis.
• Operation Planning:
- Execution to CS processes, policies to improve CS service quality and sales support.
- Set up model of market sensing to report with CS management for operation planning and development strategy.
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Skills and Qualifications
* Bachelor’s degree in Business Administration, Customer Service Operations or service-related functions
* Strong analytical skills with the ability to review data, identify operational issues, and support improvement initiatives.
* Able to communicate and present in Vietnamese and English
* Customer-oriented mindset, proactive working attitude, and strong teamwork/cross-functional collaboration skills.
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