Customer Service Specialist

Description:

Our client, Samsung Electronics, is a well-known global brand. With a continuous focus on premium customer experience, they have a position for a customer service passionate individual that will lead the customer experience via the chatbot program (online messaging/chat support)

The Role:
This role will support the organisation's aftersales customer service requests for support via chat support.

Your role will involve you reviewing previous chat /call transcripts and providing direction and training to internal teams as to how best to handle certain scenarios to ensure the organisation is providing a world class experience.

Key Responsibilities:

• Analysing and Reviewing previous chat/call transcripts.
• Providing direction/training on various scenarios to customer service operators to assist in resolutions.
• Liaising with internal teams to ensure we are providing the correct technical support to customers with troubleshooting issues.
• Providing the customer service team on Australian insights as well as educating on providing the personal touch.
• Performing quality checks with customer service agents to ensure the organisation is providing a standout service.
• Managing customer service teams SLA/KPIs

About You:

• Outstanding written communication skills is essential
• Previous experience managing chatbot function is an advantage
• Excellent time and deadline management skills is essential
• Understanding of basic technical aspects and troubleshooting of mobiles, tablets and digital watches
• Intermediate levels of project management skills