Samsung Electronics America, Inc. is hiring a Director of Customer Contact Center
July 23, 2010
Samsung Electronics America, Inc. is hiring a Director of Customer Contact Center
JOB TITLE: SEA_Director, Customer Contact Center
CONTACT COMPANY: Samsung Electronics America, Inc.
CONTACT NAME: Jessica Sinclair
CONTACT TYPE: Via Web Site
CONTACT URL: http://sea.contacthr.com/15746872
PAY TYPE: Per Hour
LOW BASE PAY: Competitive
HIGH BASE PAY: Competitive
PAID RELOCATION: No
CITY: Ridgefield Park
STATE/PROVINCE: NJ
POSTAL CODE: 07660
COUNTRY: UNITED STATES
JOB FUNCTION: Customer Service
JOB TYPE: Direct
REQUIRED EDUCATION: Four-Year Degree
REQUIRED EXPERIENCE: 15
TRAVEL: 0
JOB DESCRIPTION:
Position Summary
Overall direction, operation, performance and management of the SEA Contact Center to meet and improve the company's customer satisfaction goals by providing pre-sales and post-sales customer service (tech support, repair pending management, customer escalation, exchange and refund) and support to Samsung customers by online(Samsung.com), web chat, telephone, fax, mail, email, etc. Manage the operations and development of the Telecom systems, Samsung.com/support web site, agent knowledge portal and repair tracking systems and process.
Develop the required support policies, procedures and systems, maintain industry relations and benchmarking, and support the efforts of sales and marketing divisions.
Common Essential Duties & Resp.
Contact Center strategy, plan and budget.
Achieving department operational goals for
support by online, telephone, fax, mail, email, etc.
Establishing MBO/bonus targets and goals.
Develop cost-effective solutions and systems
to improve support levels and goals.
Divisional sales/marketing communications,
data, promotions, and product coordination.
Decisions on customer accommodations, policy
development, legal/liability/regulatory issues.
Resolve customer, product and policy issues.
Feedback on product quality and documentation
warranties, customer issues and metrics.
Industry representation, trends and benchmarking.
Staffing levels, interviewing and hiring.
Supervision of staff, performance reviews.
Associate training, morale and work conditions.
Samsung.com online Support management in both content and process
Necessary Skills / Attributes
BS/BA degree in Business Management or Engineering preferred MBA
At least 15+ experience in call support (1000+ seat) and online support strategy
Project management skills
JOB REQUIREMENTS:
To apply for this position, please copy and paste the following link into your browser address bar: http://sea.contacthr.com/15746872
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