Samsung BSC Level 1 Advisor
Job ID: 10103531
Leeds
Permanent
Hybrid
We are seeking a customer-focused individual who is passionate about delivering high-quality support and can manage complex queries with professionalism and care.
The Level 1 Customer Support Representative will be crucial in providing exceptional service to Samsung Channel partners and their customers, focusing primarily on Home Appliance queries.
Utilising the Salesforce platform, you will manage and resolve support cases, ensuring each interaction meets Samsung’s high standards for service excellence.
This role requires meticulous attention to detail, strong communication skills, and the ability to problem-solve effectively. You will be the first point of contact for customers via telephone, email, and web, adhering to Samsung’s Service Level Agreements (SLAs), including PCA and PCA20, to ensure timely and meaningful responses.
Additionally, you will leverage resources such as Likewize and knowledge articles to triage and resolve customer issues, becoming a champion of Samsung’s service experience.
Job Description
We offer full training and support when you join us, and there will be opportunities to grow and develop within the business.
As part of this pioneering team, you will receive additional ongoing coaching and development levels. There will also be monthly incentives and bonuses for delivering the highest levels of customer satisfaction; additionally, we also offer…
- A competitive salary
- Hybrid working mo
- Half-yearly bonus scheme
- 23 days holiday increasing to 27 (including public holidays)
- A pension scheme
- A wide range of discounts on many products and services
- Childcare vouchers
- A cycle2work scheme
- Interest-free season ticket loans
- On-site parking where available
- Free city centre shuttle bus
- Monthly incentive scheme
- Apprenticeship programme leading to a formally recognised professional qualification from the CMI in Management & Leadership Development
What will you be doing?
- Provide expert support to Samsung Channel partners and their customers, specifically addressing Home Appliance queries
- Act as a Samsung service champion by delivering exceptional customer service via telephone, case creation, and email.
- Efficiently utilise the Salesforce platform to log, manage, and resolve support cases, ensuring timely and accurate case handling.
- Maintain meticulous attention to detail to ensure the highest case management and resolution quality.
- Respond promptly to end-user queries, adhering to Samsung’s SLAs, including a 2-hour meaningful customer response time.
- Effectively triangulate and triage customer issues by leveraging Likewize and utilising knowledge articles to enhance product understanding.
- Proactively follow up with customers to ensure satisfaction and provide updates on ongoing cases, maintaining a strong customer relationship.
- Identify recurring issues or trends and escalate them to the appropriate team for further investigation and resolution.
- Continuously update and expand your knowledge of Samsung products and services to provide accurate and up-to-date information to customers.
- Collaborate with team members and other departments to resolve complex customer issues and ensure a seamless customer experience.
- Handle customer feedback and complaints professionally, turning potentially negative experiences into positive outcomes where possible.
What are we looking for?
- Customer-Centric Mindset
- Effective Communication Skills
- Attention to Detail
- Problem-Solving Ability
- Technical Proficiency
- Time Management
- Adaptability and Learning Agility
- Collaboration and Teamwork
- Resilience and Stress Management
- Proactive Initiative.
What will happen next:
- Choose apply now to fill out our short application
- Your application will be reviewed and if successful;
- You will be invited to attend a interview with the Hiring Manager
You’ll get the chance to follow your chosen career path anywhere in Capita.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you.
For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.