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Why Join our Team?
The Customer Experience team in Samsung UK is responsible for all aspects of support for consumers across all of Samsung’s product lines. It sits as a key pillar of the overall organisation alongside Sales, Marketing and Finance locally whilst forming part of the global Customer Service infrastructure.

In Customer Experience, we help customers throughout the whole product ownership lifecycle from pre-purchase advice, throughout all aspects of product support in life, and then again at the point where replacement purchase is being considered.

Our support is provided through self-help online digital support tools, through agent-led contact centre channels, and through a network of engineer resources on the high street, in customers’ homes and through a network of central repair centres.

This opportunity within the Customer Support team provides the exciting opportunity to play a leading role in delivering exceptional agent-led support experiences for our customers, contributing to brand loyalty and thus organisational success and growth.

The Customer Support team is responsible for managing agent-led customer support interactions across all channels including Voice, Live Chat, Social Media, Community, Online Reviews and Email for all Samsung products and services. Understanding and meeting the unique needs of each customer and creating positive support memories for our customers that last a lifetime is our fundamental purpose.

• Monitor and drive improvements in the performance/efficiency and quality of the contact centre BPO operations by analysing critical metrics and SLAs across all support channels and complaint handling teams for SEUK and Ireland B2C consumers.
• Produce required ad-hoc reporting and analyse/verify BPO partner reporting
• Facilitate volume planning, forecasting, change control, operational delivery, quality assurance, insight and employee engagement, whilst ensuring our BPOs fulfil their commitments and obligations in these business areas.
• Swiftly identify and resolve contact centre quality and operational issues via regular engagement with relevant partners, root cause analysis and delivery of aligned and agreed solutions.
• Act as point of escalation for any complex cases that BPO partners need enhanced assistance to handle, working with internal teams to resolve issues outside of direct remit.
• Help our BPO partners deliver exceptional agent training & recruitment programmes by working in partnership to focus on continuous improvement opportunities, contact calibration exercises and knowledge management solutions across all channels.
• Perform regular industry and competitor benchmarking of contact centre operations to identify industry themes and stay up to date with relevant legislation impacting customer support (eg. FCA Vulnerable Customer).
• Participate in working groups and projects across Samsung UK’s CX team, including the change committee for system transformation within the contact centre.
• Support any future change to vendors’ contractual terms & conditions, introduction of new services or RFP exercises.

• Relevant experience in managing outsourced BPO customer support operations, preferably in the consumer electronics industry.
• Proven experience of project managing customer support initiatives and successfully implementing key deliverables.
• Ability to efficiently analyse data in order to deliver reporting and presentations to senior individuals at board level, enabling insightful decision making.
• Fluency in networking and relationship management within Samsung UK, Samsung Europe and our global HQ in Korea.
• Highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environment – sometimes at very short notice.
• Inquisitive and curious, with a keen interest in the customer service industry, staying updated on trends and standard methodologies.
• Tenacious approach to problem solving as part of a team and independently.
• Willing and able to build production working relationships with people at all levels and across multiple departments.
• Experience of CRM case management, knowledge management and call cloud technologies across multiple channels.
• Proficient in Microsoft™ Office products, including Excel and Powerpoint.
• CX certifications such as COPC or CCXP desirable

• After 3 months: Established connections and relationships with relevant partners. In-depth knowledge of Samsung measures of success improvement opportunities and understanding our customer needs.
• After 6 months: Has taken full ownership of complaint handling teams, consumer product support teams and working independently on the majority of day-to-day and ad hoc tasks. Continuing to build relationships with partners and collaborating on projects within CX and across other divisions.
• After 12 months: Independently driving the CX success including increase of core measurements of success. Identifying and expanding areas of standard process to relevant parties. Pro-actively finding opportunities and countermeasures to risks. Has built strong relationships with multiple partners across a wide range of functions within the European office, subsidiaries and HQ. Has become an expert in CX and customer first attitude.

• Improvements in service and critical metric levels via effective governance of our BPO partners and collaboration with the wider Samsung UK team.
• Presiding over a world-leading customer support organisation that is constantly seeking out new ways of serving our customers and improving satisfaction levels, all within budget.
• Introducing industry standard methodology to the Samsung UK customer support teams.

• Achieve and exceed critical metrics linked to the Consumer Product Support function (CSAT, NPS, CES …).
• Guide and manage our BPO partners (both on- and off-shore) to succeed in delivering the expected levels of customer service.
• Launch and manage cross-functional projects to effective completion.
• Monitor BPO partner tasks and improvement plans effectively and to deadline.
• Review and improve case management frameworks to ensure customers are engaged and the appropriate tone of voice used.

• Resilience to work within a fast-paced data-driven environment with frequent distractions to “business as usual”.
• Willingness to get involved with bespoke projects including data analytics and call quality management.
• Capability of managing one’s own time and deliver projects to deadline autonomously.
• Ability to grow and develop internal and external networks to break down silos and deliver great service to our customers in a consistent way.
• Passion and drive to improve the experience of all Samsung customers. We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status

• Bonus Scheme
• Pension contribution
• 3 x volunteering days each year
• Holiday - 25 days per annum plus bank holidays
• Access to staff sales discounts on a wide range of Samsung products
• Access to discount shopping portal