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This position is responsible for handling escalated customer calls in the Korean language queue. The Executive Relations Representative will be required to have advanced knowledge of Samsung products, along with advanced knowledge of Samsung procedures and guidelines. This position requires an individual who has demonstrated the ability to resolve customer issues independently while maintaining the highest level of customer service. The successful candidate will have excellent negotiation skills and demonstrate the ability to make independent decisions (within established guidelines). The Executive Relations Representative will utilize all available resources to balance the needs of the business while ensuring the customer's issue is resolved.
RESPONSIBILITIES
Proven ability to diffuse an escalated customer situation and bring the customer issue to closure.
Provide effective business solutions to resolve the consumer's issue.
Respond to consumer escalations regarding exchanges and refunds (including retailers) by providing the customer with appropriate procedures and information to resolve the issue.
Complete all required documentation for exchanges, refunds, Service Action Requests and any other customer interaction.
Using various systems, review, process and locate inventory for customer exchange.
Excellent written and verbal skills are essential.
Must have an in-depth knowledge of Samsung products, guidelines and procedures.
Ability to make independent decisions based on established guidelines
Must be able to prioritize work, manage time effectively and work successfully in a fast paced, multi faceted environment
Ability to meet or exceed established performance goals
Must be able to adhere to an assigned work schedule, must be dependable and punctual
Will acquire and retain multiple product range knowledge
QUALIFICATIONS
Must be fluent in both Korean and English.
6 - 12 months of Tier One Customer Service experience
Minimum of 12 months of customer service experience with a strong emphasis on customer escalations.
Strong MSOffice skills required - including MSWord, Excel*.
Ability to effectively communicate with multiple levels of management within the organization.
Ability to respond quickly to Management requests regarding escalated customer cases
Ability to interface with customers via phone, email and written communication
Exceptional communication skills (verbal and written)
Negotiation and decision making skills
Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple tasks at one time
Ability to work a flexible schedule, including weekends and holidays.
ONLY THOSE WHO ARE FLUENT IN BOTH KOREAN AND ENGLISH WILL BE CONSIDERED.
*Assessment will be conducted to determine skill level.
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