The Customer Care Manager will be responsible for the Customer Care team with the main responsibility to secure and optimize a high-quality Consumer Experience across all touchpoints by managing escalated Consumer claims and work proactively to improve Consumer processes.
Customer Care team represents the Voice of our Customers and ensures Consumer escalations are managed and insights are analyzed and shared with relevant stakeholders. The Customer Care Manager will be over viewing the daily business, develop the team and act on the insights and trend seen from Consumer escalation claims.
Tasks/ Responsibilities
- Overall responsibility of Customer Care team and consumer complaints.
- Overall responsibility of Customer Care KPI´s.
- Develop Customer Care support and establish a proactive mindset to minimize complaints.
- Analyze Consumer Escalation Claims and Insight and proactively work with all stakeholders, both internal and external, to ensure excellent customer care and efficient reduction of complaints.
- Manage and support Product Liability cases, consumer board and insurance claims.
- Monitor Cost and budget for Consumer Escalation Claims.
- Establish and/or update processes to further secure the Consumer journey.
Expectations
- High understanding of Consumer Law.
- Significant experience (5+ years) in managing teams, ideally within the Consumer Electronics services sectors.
- Excellent communication and interpersonal skills to work effectively with both internal and external stakeholders.
- Be a good role model for the team - Positive attitude towards Samsung products, Samsung as a brand, and Samsung customers.
- Well-developed analytics skills with the ability to challenge data and performance
- Ability to see ‘the whole picture’ along with details.
- Ensure data driven decision making and prioritization.
- Identify improvements, updating processes connected to customer support and planning for future process changes.
- Pro-actively work with identifying issues related to customer journey.
- Ensure Labelling and classification of consumer feedback is managed in a consistent and transparent way.
- Monitor and follow the status and results of the Consumer Escalation Claims.
- Ensure regular reporting and communication about findings and discuss possible solutions with Touchpoint (TP) owners in the organization.
- Measure performance of contributing initiatives.
- Bring data and insights to CS Management team/European Office through regular and thorough reporting.
Personality
- You are accustomed to work independently and also thrive as part of a professional team, where you collaborate with your team and colleagues to find optimal solutions for our consumers.
- You feel comfortable working in a fast-paced environment, managing multiple tasks and priorities simultaneously while adapting to changing needs.
- You have enthusiasm for contributing to the development of new processes and improving existing.
- You are structured and analytical and have an eye for identifying patterns and trends.
- You are well presented and professional with excellent communication skills.
- You have a high sense of responsibility; you are truly self-motivated and driven
- Additionally, we value candidates with a Consumer first focus, a commercial mindset, and a high understanding of Consumer Laws.
Some words that describe you;
- Detail-oriented
- Professional
- Ambitious
- Confident
- Analytical
- Service-minded
- Efficient
- Structured
- Curious
- Driven
Need to have
- Experience of customer service involving insurance handling/regress demands
- Experience from consumer law
- Significant experience (5+ years) in managing teams
- Experience working with analytical insights.
Language
- Native in writing and speaking in one Nordic language (Finnish, Norwegian, Danish or Swedish)
- Fluent in English, both speaking and writing
Wish to have
- Good/ Native in writing and speech in a second Nordic language
About the assignment
For this assignment you will be hired as a full-time consultant by Digitalenta. We offer our consultants a generous package including healthcare allowance, insurance policy, paid vacation days and pension savings. In addition, you'll also have a dedicated consultant manager available throughout your employment with us, in addition to optional networking activities with our network of consultants.
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