B2B TECHNICAL SUPPORT TO SAMSUNG - FINNISH AND SWEDISH SPEAKING
As a B2B Technical Support Agent at Samsung you will assist with professional customer service. With the customer in focus you will troubleshoot and support each individual customer regarding following products: Aircondition (värmepumpar), Computer monitors, Hospitality TV, LFD (large format display) and Software for corporate mobile phones. You need to be careful and responsive not to miss important information, keep what has been agreed upon, as well as follow up on the customer's case as needed, handling of customers / cases by telephone and mail and follow up selected cases to ensure that solution / service is performed according to agreement. All agents deal with all countries, with shared responsibility. You need to correctly register customer interactions and contacts to ensure the best possible experience. Your responsibilities will be to receive and handle incoming cases from corporate customers by telephone and mail, conduct technical troubleshooting, book service orders, know the process for, and be able to make decisions in DOA cases, follow up service repairs with service partners via email and phone, report status of service repairs to SVC Tracking specialist, perform outgoing customer calls in order to follow up customers experience, translate texts for manuals, web pages and other informative messages into the language of the country the agent represent, in addition to the B2B support services, you will be able to perform such tasks within yout respective job skills and knowledge as may be required by Samsung from time to time. The expectations from Samsung is that you should independently of mainland area, be able to manage incoming B2B cases from various sources. Regardless of who received and started a case, take ownership of, and complete the case. With the greatest care and understanding handle service & support matters. Registration/logging of service cases must be done within 15 minutes of the end of the call. Positive attitude towards Samsung products, Samsung as a brand, and Samsung customers. You should be punctual, loyal, reliable and good advancement. Have the ability to log and compile problems and solutions and able to handle stress. Have the ability to build strong, long-term customer relationships using the above points. Have an understanding of Samsung's flows and contact routes, both internally and externally. Log all incoming calls as instructed. Target: 100%.
Everything we do at Samsung is driven by an unyielding passion for excellence—and an unfaltering commitment to develop the best products and services on the market. In today’s fast-paced global economy, change is constant, and innovation is critical to a company’s survival. As we have done for 70 years, we set our sights on the future, anticipating market needs and demands so we can steer our company toward long-term success. As Senior Business Analyst, you will have an integral part in ensuring we stay on top of the market and continue to enrich and simplify the consumers’ lives. You will be working in our Kista Office; the role may include travel in the Nordic region.
Samsung is looking for someone who has good self-esteem, able to make customers to feel safe even though candidate is new at the position. Who is efficient, structured, curious and driven.
Admission and Application
Full time position, 40h/week. The position will start in August 2021 and the assignment is expected to run until 2022-08-11, with possibility of extension. You will be employed by JobBusters as a consultant at Samsung. Submit your application in Swedish or English as soon as interviews are ongoing.