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Job Description
- Monitor, follow up and enhance the VOC Complaints response to meet Samsung VOC KPIs.
- Connect (Phones / Meetings) on weekly & monthly basis with governmental authorities to insure handling & closing all complaints issue with them in the accepted legal period.
- Daily connections with Complaints & operation Teams management in all Authorized service centers to insure the completion of pending Complaints and to monitor performance.
- Deliver World class service to ensure customer satisfaction.
- Identify and resolve problems that affect customer service quality and efficiency.
- Represent Samsung Electronics Egypt in front of Governmental complaints authorities (CPA, NTRA, EOS, and Anti Commercial Fraud) in the meetings & Events.
- Reporting the performance of the VOC Team (Pending claims, closed claims & KPI Achievements).
- Resolve escalated and complex customer issues on time.
- Create smooth process between SEEG VOC Team and other partners (Contact centre / ASCs) to receive and resolve complaints.
Job Requirements
- Leadership and Management skills.
- Excellent Communication and Negotiation skills.
- Working under pressure and Stress.
- Customer Orientation.
- At least 4 Years previous experience in Customer service including minimum 2 years of team management
