Voice of Customer Specialist

19 hours 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

  • Routing & Quality Specialist - VOICE

    2 weeks ago

    Bucharest, Bucureşti, Romania VOX SOLUTIONS Full time €24,000 - €60,000 per year

    About VOXEstablished in 2010,VOX SOLUTIONShas been at the forefront of innovation in the voice and messaging marketplace. We are certainly not a start-up, but a scale up company with the ambition of becoming a major player in our industry with new and innovative solutions that can address the needs of our constantly evolving telecommunications landscape.Our...

  • Voice Provisioner

    4 days ago

    Bucharest, Bucureşti, Romania Ness Digital Engineering Romania Full time 120,000 - 144,000 per year

    DescriptionJob ID 5029Why NessWe know that people are our greatest asset. Our staff's professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world's leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for...

  • Voice Provisioner

    4 days ago

    Bucharest, Bucureşti, Romania Ness Digital Engineering Full time 30,000 - 60,000 per year

    Job ID 5029Why NessWe know that people are our greatest asset. Our staff's professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world's leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for some of the...

  • Customer & Sales specialist with German (HYBRID - Bucharest)

    19 hours ago

    Bucharest, Bucureşti, Romania Randstad Romania Full time

    What we're looking for:︌︅︆︆︅︃︆​︂︆︄︃​︁︁︌​︈︂︇︍​︈︆︅︊︄︈︌︊︂ German fluency (C1) and solid English skills (B2) A highly motivated, persuasive, and results-driven personality Sales experience (customer support experience is a plus)Are you a persuasive German speaker ready to turn conversations into...

  • Customer Success Specialist

    2 weeks 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 Success Specialist

    4 days ago

    Bucharest, Bucureşti, Romania Avantor Full time 25,000 - 35,000 per year

    The Opportunity:Would 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 just 8 days per month in the office.We are looking for a dedicated...

  • Customer Support Specialist

    19 hours ago

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

    19 hours 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

    6 days ago

    Bucharest, Bucureşti, Romania Helavo Full time €25,000 - €35,000 per year

    AtHelavo, we create modern mobility and comfort products that make life easier for people around the world.We're a young, ambitious team with a modern office in central Bucharest, combining an open, friendly atmosphere with clear processes and a hands-on approach.As ourCustomer Support & Operations Specialist, you'll play a key role in ensuring that our...

  • Community Specialist

    2 weeks ago

    Bucharest, Bucureşti, Romania Ultahost, inc Full time 30,000 - 40,000 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,...