Position Summary
Who are we?Right across the Pipera metro station, the Samsung Shared Services Centre Europe, established in 2016 in Bucharest (Romania) covers Financial, Customer Service and HR processes for Samsung subsidiaries across Europe.
Role and Responsibilities
What is the role about?
As a Customer Service Specialist, you will have the opportunity to:
- Process owner CS Admin processes: Warranty Op / Part Op / Return Op - understand the end-to-end CS processes and particularities, supporting tools and technologies, requirements for team members performing this process in order to be able to align it with global processes and ways of working;
- Provide best services to customers by supporting the resolution of operational issues;
- Offer support on the application and internal systems usage (system access, ID management, helpdesk, etc.);
- Monitor the operation performance in the shared services center (In House and BPO);
- Maintain collaborative relationships between Subsidiaries / HQ / Genpact Team and solve operational problems;
- Conduct trainings, knowledge transfer support and testing BPO team for new or changed policies / processes / systems / etc.;
- Prepare and periodically update Standard Operating Procedures;
- Promote service differentiation by discovering best practices and propagating those practices to other service centers;
- Recommend improvements to the Customer Service process, as well as standardization of current Customer Service definitions across Europe; participate in transformation and improvement projects;
- Regular service administration operation reporting / Regular issue follow up reporting;
- Interpret data, analyze results using statistical techniques and provide ongoing reports.
Your profile:
- A Bachelor's degree in Communication or related fields;
- Excellent English, both written and verbal;
- Very good analytical, organizational skills and strong attention to details;
- Relevant experience in a customer service role or a similar position;
- Proficient in Microsoft Office, especially Excel (SAP experience is a plus);
- Speed of action combined with accuracy, and ability to learn new things quickly;
- Highly mobile and able to work in a variety of locations and times as required (must be able and willing to travel within Europe and elsewhere when required);
- Continuous improvement mindset;
- Strong interpersonal skills necessary to communicate at several levels of internal management across the region;
- Previous experience in a Shared Service is preferred.
Skills and Qualifications
Why is Samsung SSC Europe the place to be?
Samsung is a global leader in technology, opening new possibilities for people everywhere. In our center you will be part of a dynamic team, in an international work environment. Being one of the best in the industry comes with hard work, but we also make it rewarding, so based on your performance we offer:
- performance bonuses
- opportunity to learn and grow along with the center’s evolution,
- support for continuous learning via in-class, online trainings and books (Bookster)
- gym subscription
- daily fresh fruits in the office
- meal tickets
- lunch bonus
- additional paid vacation days
- private medical subscription
- discount to Samsung products
