Description:
Responsible for handling all customers and prospects’ contacts via Digital Service Channels: e-mails, Chat, WhatsApp, web-internet, remote management tools, or SMS text messages in a courteous, professional, and customer-centric oriented manner. To manage and control the SUPPORT section on the Samsung.com/ae website.
Responsibilities:
- Analytical—the individual synthesizes complex or diverse information.
- Problem-solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
- Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills, and conducts meetings.
- Delegation—the individual delegates work assignments, gives authority to work independently, sets expectations, and monitors delegated activities.
- Leadership—the individual inspires and motivates others to perform well, and accepts feedback from others.
- Management skills—the individual includes staff in planning, decision-making, facilitating, and process improvement; makes self-available to staff; Provides regular performance feedback, and develops subordinates’ skills and encourages growth.
- Quality management—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
- Judgment—the individual displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.
- Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
- Safety and security—the individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.
Requirements:
- At least 5 years of extensive experience in digital channels in a call center
- Graduate – Bachelor’s degree holder
- Effective problem solving and negotiation skills.
- Local / GCC Experience.
- Demonstrated ability to manage Teams & subordinators.
- Self-starter being able to work under minimum supervision
- Ability to read, analyzes, and interprets technical reports, data, and studies.
- Ability to respond to common inquiries or complaints from customers, distributors, or members of the business community.
- Ability to effectively present information to top management, public groups, and/or clients.