Ce Network Support Administrator

3 weeks ago


Chertsey, United Kingdom Samsung Electronics Full time

Position Summary

Why join our team?

The Service Delivery team within the CX division (Customer Experience) is the driving force behind ensuring that our customers get the correct solution for their query, whether that be from, providing the technical expertise, the in-field training or the break fix solution.

This role is within the Consumer Electronics (CE) side of the Service Delivery team, where you will help oversee the network of repair partners, from an administrative point of view. This help will be to provide support and insight in relation to day to day queries from a parts, technical and customer perspective, by utilising the resources at hand.

The information provided and impeccable management of the network, should lead to those key KPIs for that area being hit. If done well, all customers will be given the correct solution, first time and on time, leading to building lifelong customer loyalty.

Role and Responsibilities

Your Key Responsibilities:
Providing the front line knowledge and know how, to propel the CE Network Team, in supporting flawless execution of it’s key tasks across the management of the Field Network.- Deliver the results to target on the main KPIs:
- Repair turnaround time & delayed repairs (LTP)-
- Customer Satisfaction (CMI & NPS)-
- Repeat repair prevention (CRRR)-
- Technical Bulletin Adherence-
- Promote and support process and policy adherence.- Create a great working relationship with 3rd party authorised service partners, to promote open communication and trust.- Overseeing the management of the pending Work In Progress (WIP), promoting a right first time approach in a timely manner.- Day to day discussions within the field support and technical teams, that collaboratively create a flexible, consistent and great customer support offering.- Working with partners within the business to provide quick resolutions on queries from the field.- Support the quick feedback and actioning of information in relation to Customer Insight verbatim, PL cases, Escalations etc.- Other day to day activities that need to be supported in relation to CE Service Delivery activity.

Skills and Qualifications

Power skills- Experience of being able to communicate across multiple platforms at a senior level- Good interpersonal skills- Good attention to detail- Self-motivated and able to work with minimum direction- Prepared to challenge the Status Quo- Prepared to travel

Demonstrable experience:
- Computer Literate with a good understanding of Microsoft Office suite- Experience of working in a customer support environment- Influencing & motivating individuals to improve



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