Samsung Experience Store Customer Service Officer

Full Time
Parramatta NSW
Posted 2 days ago
Job description

The multinational organisation, Samsung Electronics Australia, is at the forefront of change and development. Inspiring the world with their products, they continue to take the reins in technology, delivering tomorrow's world, today.

This role is to provide after-sales support and assistance to Samsung customers in the Samsung Experience Store!

Duties and Responsibilities:

  • Provide education and advice to customers regarding Samsung products and systems.
  • Provide triage and technical advice to customers in the event of product failure
  • Complete Smart Tool software upgrade triage on reportedly faulty products
  • Complete Repair bookings on behalf of the customer for faulty products
  • Provide warranty replacement (swap) models to eligible customers to assist with on-the-spot remedy/ solution to be provided
  • Escalate to VOC for out-of-scope decision making regarding customer requests for remedies/solutions
  • Decision making for customer resolution based on company policy
  • Translate the customer's issue clearly and concisely, from verbal communication to written format.
  • Engage within internal Samsung Departments to achieve customer's outcome
  • Provide Sales Support to assist with customers purchasing Samsung products
  • Other additional duties as instructed by management

Qualifications and Experience:
  • Minimum 2 years’ experience within a call centre or complaints team.
  • Face to face customer service experience
  • Technical knowledge
  • Strong verbal and written communication skills
  • Sound industry knowledge of Network carriers and suppliers
  • Customer-focused with an empathetic approach to customers, team player
  • Strong verbal and written communication skills
  • Must be organized, able to prioritize tasks and take initiative

If this sounds like you, please apply now!

At people2people and Frog Recruitment, everyone is welcome and as an inclusive workforce, we encourage our employees, clients, and candidates to showcase their authentic selves.

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