Samsung Electronics has grown into one of the world’s leading technology companies, recognized as one of the top 5 global brands. As a global leader in technology, we are transforming the world with the creativity and diversity of our talented people who drive this transformation.Our company's success reflects the determination and talent of our people, aligned with our key corporate values : People, Excellence, Change, Integrity, and Co-prosperity. Our mission is to help people achieve the impossible.We are inspired by what people want to accomplish in their lives and work to create products that empower them in new ways. This drive fuels our innovation.Join us at Samsung and find your opportunity to do what you can't.Looking for more? Visit our website www.samsung.com or our career page HERE!Job Summary :We are looking for one person to join our Customer Satisfaction team.Provide the best customer service by improving the Customer Experience for any contact with Samsung. (Digital or Voice Channels);Analyzes by AI or by database the scores of Contents or Chatbot to retain the Digital or Voice Channels with a proper NPS score;KPI management by the CCC to identify the issues and propose new activities to improve the Centralized Contact Center Processes, to finally have a better customer journey;Organize the best practices of CX and apply them to standardize the Contact Center Operation.Main Responsibilities :Management of the 3 main vendors of Contact Center (ES, EN, PT, Digital, and Voice);Centralized Contents Creation Center (Development and Improvement);Call and Digital NPS tracking and enhancement;Digitalization Strategy (AI; Chatbot; Call Deflection; IVR Strategy; etc.);Sales through the CRM Channel abilities;AI Implementation on the CX operation;Sensing of Customer Claim (VOC);NPI Process (Training; Mystery; preparation; etc.);FAQ and main searched items development for dot.com;Background Experience :Bachelor degree Business Administration or related field or equivalent combination of education and experience.Previous experience in projects within Contact Center;Experience in metrics, projects, KPIs;Fluent English, Intermediate Spanish is a differential.Why is Samsung Electronics the place to be?Join a Global TeamWork with a dynamic and diverse team, constantly interacting with different cultures.Our history is built on overcoming challenges and striving for excellence. Join us in pushing the boundaries of technology and innovation.Shape the FutureCollaborate in an open, innovative environment where your ideas come to life, creating products that redefine the future.Make an ImpactContribute to groundbreaking technologies that improve lives and support communities worldwide. At Samsung, your work truly makes a difference.Benefits :Comprehensive health and wellness programsOpportunities for career advancementGlobal networking and collaboration
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