AddressThe Company: Our client is a worldwide well-known and highly respected brand in the electronics industry. This position will sit within the Customer Service department based at the Sydney Olympic Park Office. This role requires an individual to work 4 days in the office and 1 day WFH. Duties and Responsibilities:
- End to end case management of high risk and escalated customer complaints received via numerous customer feedback channels
- Assisting with management of customer claims in the event the customer visits Samsung head office and is seeking to speak with a point of escalation outside of the service centre team
- Investigation and analysis of high risk cases to understand root cause for serious escalation
- Liaising with internal Samsung departments for resolution assistance escalating issues of high risk for future change requirements
- Proposing and developing improvement plans for identified areas of risk and customer dissatisfaction
- Decision making for customer resolution based on company policy
- Minimum of 2 years in a Customer Service position
- Must have call centre experience
- Proficiency with MS Office applications
- Customer focused with an empathetic approach to customers, team player
- Must be organised, able to prioritize tasks and take initiative
- Must be a quick learner and adaptable to change
- Attention to detail essential
- Generous discount on company products
- Access to discounts and special promotions with retail partners
- Access to wellbeing platform
- Heavily discounted gym membership
- Onsite parking
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