Customer Success Senior Specialist

Job Description

• Manage all Service Operation Activities in both digital and call center aspects.
• Manage Service KPIs for all Service Partners ( Setting Targets, Monitoring Performance & Evaluation).
• Manage Service Marketing Activities ( Creating Plan, Execution & Reporting ) based on CS support.
• Maintain Quality Service by enforcing Samsung Quality & Standards at Partners’ side in relation to CS support via our brand channel like CC\ Digital support Etc. This includes analyzing, resolving Quality / Customer Problems; Identifying Trends & Recommending Improvements based on trends and weak points.
• Manage Service Investment in order to enhance Samsung Service Awareness
• Assist in the Development & Preparation of After Sales Strategy
• Develop Technical & Personal Skills for call center and Service Team Members
• Handle Market & Dealers VOCs and Support Sales Team
• Customer success via our digital channels

Requisitions:

• 5 years Experience in Customer Service Management & or Success.
• Leadership & Management Skills
• Strategic & Lateral Thinking
• V. Good Communication & Interpersonal Skills
• Problem Solving & Analytical Thinking
• Customer Handling Skills
• English- Must
• Excel- Must