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5 months ago
Aldena Associates Ltd
Salary: Up to £10.25 per hour
Location: Chertsey
Job type: Contract
Contact: Harry Polloway
Category: Customer Service Jobs

Purpose of the Role

Support the network of authorised service partners across all product categories, by providing insight to help them manage their open service orders. This would be inclusive of report generation relating to those open jobs, spare part information, SAW approval etc.

Key Objectives

Day to day management and support of the service partner network, providing resolutions and insight to keep open customer pending jobs at a minimum

Key Responsibilities

  • Managing main KPI ~ LTP, RTAT, CRRR, 1hr/2hr repair, SCSI, NPS and Happy call

  • Effective pending management of the service network to meet HQ driven targets and customer

    expectations using the field support staff where required.

  • Effective use of Samsung systems to run reports to help manage the daily tasks

  • Act as an initial interface and taking ownership for front line queries relating to Spare Parts,

    Warranty or Systems and liaise with the appropriate department through to resolution.

  • Create great working relationships with the authorised service partners and service delivery

    team, so that a bond of trust and open communication is built.

  • Operate an effective Alternative Resolution programme, which highlights and drives

    improvement within the ASC network

  • Look at new ways to streamline the current processes to become more effective

  • Consistent support across the network to enhance service tracking techniques

  • Effective conclusions to escalations from the network / customers

  • Effective monitoring and resolution of credit challenges within the network

  • Support the "exec office" team where required

  • Develop strong links with the technical, parts and warranty teams to maintain consistent

    service delivery across the network

Key Competencies & characteristics

  • Energetic and passionate about Samsung

  • Great communication skills

  • Good interpersonal skills

  • Eye for detail

  • Fully conversant in Microsoft Excel

  • Understanding of technology, retail and support

  • Flexible to travel (must have clean driver's license)

  • Able to multitask and meet tight deadlines

  • IT literate

To be successful in this role you ideally have:

  • Qualified to HND level

  • Knowledge of Microsoft Office packages

  • SAP experience.

  • Has worked in and is comfortable in a multicultural environment

  • Ability to work with minimum direction - a self-starter and self-motivated

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