Samsung Customer Experience Service Administrator

3 days ago


Chertsey, United Kingdom Blue Square Marketing Full time

Do you have a good attention to detail?

Do you have excellent communication and organisational skills?

Do you have previous experience in administration and diary management?

If this sounds like you, we have an exciting opportunity, where you can take the next step in your career and work with a leading brand.

A little bit about us

We’re a retail marketing agency specialising in driving growth in an ever-connected world. We combine the power of people, technology, and consumer insight to deliver moments that matter. You will be the connection between brands and their audience, so every day will be exciting, challenging and incredibly rewarding

Our people are at the heart of everything we do, so what can we offer you?
- Our amazing rewards platform Perkbox
- Free weekly coffee, sausage roll or vegan sausage roll
- Discounts on experiences, days out and holidays
- Eye care vouchers
- Discounted phone contracts
- Simply Health and company sick pay
- Cycle to work scheme
- Company pension scheme
- Employee assistance programme
- Tailored development plans and regular reviews

What does a typical day in this role look like?
- Engaging with customers to schedule field visits for engineers and tracking work in Progress
- Call Handling & Case Management end to end
- Support Triage (Golden Hour) to ensure correct spare parts are prepared for Field Engineers visit
- Diary management associated with scheduling visits to maximise efficiencies of Field Engineers
- Preparing and sending field visit agendas to Field Engineers
- Inventory Management, Spare Parts ordering, spare parts credits, spare parts damage or DOA issues
- Review credit availability to support spare parts ordering
- Warranty claim management
- Timely submission of any potential risk reports
- Following up on risk improvement recommendations
- Making hotel and travel arrangements
- Supporting Vehicle maintenance as required
- Ad-hoc administration tasks as requested
- Point of contact for the engineers in the field
- Building a consistent support experience to form as Best Practice across Europe and Global
- Building relationships with customers and chosen repair partners
- Identifying issues and finding solutions before problems arise
- Gathering feedback from customers and using to improve customer journey’s
- Understanding the market across Consumer Electronics
- Supporting Field Engineers KPIs (Long Term pending, First Time Completion, Customer Turnaround Time, Repeat Repair, Customer Satisfaction & Net Promoter Score)
- Ensuring Samsung standards are adhered to for all Samsung repair and support activities
- Being the brand ambassador for Support Centre’s and what it actually means to the end customer

We'd love to meet someone with...
- Understanding of diary management
- Previous administration and coordination experience
- Understanding of route scheduling
- Excellent communication skills
- Case management skills
- Ability to prioritise workload
- Good interpersonal skills
- Previous experience in change management
- Understand the KPI performance across the Field Engineers
- Good attention to detail
- Able to multitask and meet tight deadlines
- Able to work under own initiative
- Experience using MS Office Word, Excel, PowerPoint, Visio & Outlook
- SAP advantage but not essential

This role will see you working for Blue Square whilst supporting Samsung.



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