![Samsung Electronics](https://media.trabajo.org/img/noimg.jpg)
Assistant Manager
2 weeks ago
Integrated customer service daily operation management and KPIs performance review
Coordinate between MENA RHQ, subsidiaries and vendors for proper communication
Daily data screening and analysis of service operation with daily reporting of status of satisfaction, operation and cost
Support training activities, digital services, call services enhancement and any other business requirements
Role and Responsibilities
- Maintaining and improving call center operation through daily operation and performance review
- Managing pending VOC cases, excessive long term pending transactions and following up status with related PICs
- Maintain professional and technical knowledge of Samsung products (IM, CE) through continuous learning, selfeducation,
- Supporting contents management, creation, revision, translation, circulation amongst agents and evaluation of agents knowledge
- Ability to foresee risk and proactively report risk items to managers with suggested risk management plan
- Involve into call volume reduction activities, improving utilization of digital channel and execution of strategic tasks in the field
- Check call center agents training requirements and coordinate with technical team for training programs and schedules
- Improve Telesales conversion rates through CRM data segmentation based on Sales promotion
- Guide Subsidiaries for Telesales data handling processes and operational guidelines
- Periodic analysis and reports to track Telesales performance
- Customer satisfaction risk sensing initiatives to identify areas for improvement
- NPS bridge communication with crossfunctional teams to provide immediate escalation path for VOC
- Generative AI driven call/chat agent support module to enhance agent issue solving skills & increase C-SAT
- Customer support contents in agent knowledge base through classifying quality contents
Competencies
To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position:
- Quick learner, self-learning ability
- Good analytic skills, and high skills using Excel
- Good communication skills & good human relationship
- High ability to solution providing and problems solving thinking outside the box
- Technical understanding & orientations
- Excellent English and Arabic (Spoken & Written)
- Able to work under pressure and team work oriented.
- 5 years of experience in business analysis, call center related sales and support operation
- University Degree in Engineering
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