job description
Join Samsung as a Senior Executive in Customer Service Network and play a pivotal role in elevating customer satisfaction across our premium service channels in Bali. This is a unique opportunity to lead, innovate, and drive operational excellence in a dynamic, customer-centric environment.
As part of our elite service team, you will oversee the enhancement of Customer Service (CS) effectiveness, ensuring seamless interactions that build trust and loyalty. Your strategic insights will shape processes that deliver world-class support, aligning with Samsung’s commitment to innovation and customer delight.
Based in the vibrant hub of Canggu, Bali, this contract role offers a blend of professional growth and the chance to work in one of the world’s most inspiring locations. If you are a results-driven leader with a passion for service excellence, we invite you to apply and help us redefine customer experience standards.
Responsibility
- Lead and manage a high-performing customer service team to ensure operational efficiency and service quality.
- Develop and implement strategic initiatives to enhance customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Monitor, analyze, and report on key performance metrics (e.g., response time, resolution rate, customer feedback).
- Collaborate with cross-functional teams to streamline processes and improve service delivery.
- Design and deliver training programs to upskill staff on product knowledge, soft skills, and Samsung’s service standards.
- Act as the primary escalation point for complex customer issues, ensuring timely and effective resolutions.
- Drive continuous improvement through process optimization, technology adoption, and best practice sharing.
- Represent Samsung in stakeholder meetings and contribute to regional customer service strategy.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or related fields; MBA or advanced certification is a plus.
- Minimum 5 years of experience in customer service leadership, preferably in multinational corporations or tech industries.
- Proven track record in improving customer satisfaction metrics and team performance.
- Strong analytical and problem-solving skills with proficiency in data-driven decision-making.
- Excellent communication and interpersonal skills in English (written and verbal).
- Experience with CRM systems (e.g., Salesforce, Zendesk) and customer service tools.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
- Familiarity with Samsung products and services is highly advantageous.