Customer Satisfaction Manager

Компания "Samsung Electronics Central Eurasia LLP."

Our Promise to You:

• Work Your Way: embrace a flexible schedule starting from 7AM up to 7PM
• Level Up Anytime: get unlimited access to premium online training platforms
• Stay Healthy, Stay Happy: full medical insurance coverage
• Annyenghaseyo to New Skills: dive into Korean language classes
• Move, Stretch, Thrive: from fitness reimbursements to weekly yoga sessions
• Fuel Up on Us: enjoy daily lunch allowance and discount programs from partners

How You Will Make an Impact:

• Monitor and analyze customer satisfaction metrics (R-NPS, CS NPS, DSAT)

• Gather, classify, report customer feedback from 4CA & MN through surveys (Happy Call)

• Identify reccuring issues and root causes affecting R-NPS, CS NPS, DSAT

• Calloborate with internal/external teams (Tech. Support, Parts Supply, Network,

• D2C, Service Centers) to improve customer after-sales experience

• Follow up with dissatisfied customers to ensure resolution and recovery

• Prepare regular reports & implement mid/long-term projects to improve customer experience and satisfaction (incl. Customer retention program

• Service Center motivational programs)

• Conduct Service Center trainings focused on customer centric behavior and empathy

• Contribute to the continues improvement of service standards and support policies

  
  Your Background at a Glance:

• Experience in monitoring and analyzing customer satisfaction metrics (R-NPS, CS NPS, DSAT)

• Skill in collecting, categorizing and analyzing customer feedback through surveys (Happy Call) and other channels (4CA, MN)

• Skill in identifying recurring issues and finding root causes that impact customer satisfaction

• Experience interacting with internal and external teams (technical support, parts supply, dealer network, D2C, service centers) to improve customer experience

• Ability to deal with dissatisfied customers, ensuring customer retention and restoring loyalty

• Active participation in the process of continuous improvement of service standards and customer support policies

• Excellent communication skills, proactive, customer oriented

• Proficiency in analytical tools and confident Excel user

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