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Form of workOur client is a worldwide well-known and highly respected brand in the electronics industry. With expansion to their business, we have now an opportunity for a Resolutions Officer to join the team.
About the role:
End to end case management for high risk and escalated customer claims, analysis of escalation root cause and proposal of improvement plans to avoid future claims.
Duties and Responsibilities:
- End to end case management of high risk and escalated customer complaints received via numerous customer feedback portals including CEO portal, Department of fair trading registry and other Public Relations (PR) outlets.
- Investigation and analysis of high risk cases to understand root cause for serious escalation
- Liaising with regulatory agencies regarding customer escalations and providing resolution and/or feedback
- Representing Samsung at relevant meetings with regulatory bodies.
- Completing VOC case studies in alignment of Global KPI standards and requirements
- Liaising with Samsung Head Quarters for KPI achievement and requirements
- Liaising with internal Samsung departments for resolution assistance Escalating issues of high risk for future change requirements
- Analysis of customer feedback to identify root cause dissatisfaction reasons and areas of potential improvement to drive customer satisfaction
- Proposing and developing improvement plans for identified areas of risk and customer dissatisfaction
- Decision making for customer resolution based on company policy
- Minimum 2 years’ experience within resolution/complaints team
- Generous discount on company products
- Access to discounts and special promotions with retail partners
- Hybrid working arrangement 4 days in the office 1 from home
- Access to wellbeing platform
- Heavily discounted gym membership
- Onsite parking
Contact Juma on 0413 051 *** for a confidential discussion or APPLY NOW via the link
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