Voice of Customer Specialist

2 weeks ago

Bucharest, Bucureşti, Romania Samsung Electronics Full time 2,500 - 4,000 per year

Position Summary

As a VOC Specialist you will promote all kinds of necessary service plans by managing all the processes that customers experience and solve quality problems at an early stages and minimize the loss through technical support when quality issues occur to customers.

Role and Responsibilities

  • Respond to all customers enquires in written or voice call within given timescales, efficiently and effectively.
  • Ensuring that all cases and calls are logged in accordance with the Data Quality guidelines.
  • Reaches and maintain a high level of sales & technical competence, customer service skills and empathy.
  • Provides support for customers for presales, sales and after sales queries, this includes – product information, order placement, order cancelation, product return, stock details, customer complaints status, etc. based on internal procedures.
  • Based on internal trainings provided and own experience he/she develop and maintain a full technical knowledge of Samsung products and services which will be used during interactions with customers.
  • To be able to recognize when a problem or query should be transferred to another department or to a more senior member of staff in order to prevent any unnecessary risk.
  • Position holders will have to advise customers of the most appropriate options / solution by following predefined procedures and guidelines within the contact centre.
  • To consult product manuals, knowledge base or other departments in order to be able to advise customer in timely manner about appropriate options / solutions.
  • Following customer feedback and details, independently decides whether the case can be solved within the scope of support by following defined procedures and guidelines, or it has to be escalated to other department or the customer has to be referred to a third-party Authorised Service Centre (ASC).
  • Prioritizes the cases of receiving feedback from customers according to Samsung procedures, making quick decisions for maintaining the best image of the company on the market.
  • Prepares the required reports for the management.
  • The employee is responsible for the accuracy and veracity of the documents prepared by them.
  • Fulfils other responsibilities formulated by the management in the established legal framework and according to the relevant position.
  • The employee is responsible according to the established hierarchy for conformity and proper implementation of all procedures and work regulations.
  • Works in order to meet and to improve the KPI designated for his activity.
  • Offer support in completing of various activities or projects required by local, regional or global management.

Skills and Qualifications

  • University degree or equivalent qualification;
  • Experience in Consumer Electronics, e-Store field of at least 3 years.
  • Experience in meeting and surpassing the expectations of the customers and KPI.
  • Excellent communication skills (written and spoken), preparation of written presentations and reports and analytical skills (ability to identify problems; collect data, identify facts, draw conclusions and provide solutions).
  • Ability to prioritize the work volume in order to meet challenging deadlines and ability to multitask.
  • Experience in negotiating and diplomacy.
  • The employee should be active and innovative.
  • Proactiveness with a vision for constant quality adding towards the clients and the company:
  • Adaptability, ability to work in a multinational environment.
  • Work experience with MS Office: MS Word, MS Excel and MS PowerPoint

  • Customer Support Specialist

    6 days ago

    Bucharest, Bucureşti, Romania The List Full time €45,000 - €55,000 per year

    We are looking for a passionate and committed Customer Service Specialist to join our team. This role involves ensuring that our customers have a pleasant experience when interacting with our company.Your mission:As a CSS, you will be the face and voice of our company. That is why it's important that you love to understand and communicate with our...

  • Junior Voice Core Operations Engineer 2nd Line

    1 week ago

    Bucharest, Bucureşti, Romania Vodafone Full time €45,000 - €55,000 per year

    Your day to day:Preventive and corrective second level troubleshooting ensuring quality, continuity of service and the restoring time for Voice Core Network elements. 2nd Line Operations of Voice Core Platforms in a Multimarket environment.With these activities you will have a great impact on our business:As Junior Specialist, you are responsible for...

  • Customer Success Specialist

    4 days ago

    Bucharest, Bucureşti, Romania Avantor Full time 15,000 - 30,000 per year

    The OpportunityWould you like to work in a modern office right in the heart of Bucharest? How about ending your day in our relaxing area enjoying a massage or a game on our PlayStation?At Avantor, we understand the importance of work-life balance. You will enjoy a hybrid work model, with just8 days per month in the office.We are looking for a...

  • Customer Support Specialist

    2 weeks ago

    Bucharest, Bucureşti, Romania Avantor Full time €60,000 - €80,000 per year

    The OpportunityWould you like to work hybrid with access to a modern office in the heart of Bucharest? How about unwinding in our relaxation area with a massage or a PlayStation session?We are looking for a dedicatedCustomer Support Specialist - Pricing&Quotes with Italianwho thrives in a dynamic environment and enjoys supporting our Sales Department in the...

  • Customer Support Specialist

    2 weeks ago

    Bucharest, Bucureşti, Romania Avantor Full time €40,000 - €80,000 per year

    The OpportunityWould you like to work hybrid with access to a modern office in the heart of Bucharest? How about unwinding in our relaxation area with a massage or a PlayStation session?We are looking for a dedicatedPricing & Quotes Specialist with Germanwho thrives in a dynamic environment and enjoys supporting our Sales Department in the Life Science...

  • Customer Support Specialist

    2 weeks ago

    Bucharest, Bucureşti, Romania Avantor Full time €40,000 - €60,000 per year

    The Opportunity:Would you like to work hybrid with access to a modern office in the heart of Bucharest? How about unwinding in our relaxation area with a massage or a PlayStation session?We are looking for a dedicated Customer Support Specialist - Pricing&Quotes with Italian who thrives in a dynamic environment and enjoys supporting our Sales Department in...

  • Customer Support Agent with French

    2 weeks ago

    Bucharest, Bucureşti, Romania Tide Full time €40,000 - €60,000 per year

    About TideAt Tide, we are building a business management platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.Launched in 2017, Tide is now used by over1 million small...

  • Customer & Sales Specialist

    2 weeks ago

    Bucharest, Bucureşti, Romania Best Hire Full time 5,969 - 71,828 per year

    Customer & Sales Specialist German Speaker | Bucharest | Hybrid Are you fluent in German and English (C1) with a passion for sales? Ready to take on your next career challenge in the vibrant city of Bucharest? Join a fast-growing international company where your sales talent will be recognized, and your customer service skillswill shine. Were hiring a...

  • Community Specialist

    5 days ago

    Bucharest, Bucureşti, Romania Ultahost, inc Full time 20,000 - 30,000 per year

    Location: Remote (Global Team)Department: MarketingTime Zone: GMT +3About UsUltaHost is a global leader in web hosting, VPS, dedicated servers, and cloud solutions. With a rapidly growing international team, we are committed to providing reliable infrastructure and exceptional customer experiences. We believe in the power of community to drive innovation,...

  • Senior Software Developer – RD Voice Development Team

    2 weeks ago

    Bucharest, Bucureşti, Romania Rohde & Schwarz Topex Full time €90,000 - €120,000 per year

    At Rohde & Schwarz Topex, we are shaping the future of Air Traffic Communication Systems (ATC) by developing cutting-edge infrastructure that ensures airspace remains a safe environment. Our Voice Communication Systems (VCS) demand top-tier expertise in voice processing, which is why we've built an exceptional team dedicated to developing the first...