Position Summary

Why join our team?

The ECSO (European CS Office) is responsible for supporting Samsung Customer Service operations across Europe to achieve operational excellence and customer satisfaction, thus increasing customer brand loyalty for Samsung Electronics.

Encompassing customer contact centres, service engineers, online support, Quality Assurance laboratories and spare parts logistics, the remit of the European CS headquarter is diverse and dynamic.

As well as the day to day support of the field, ECSO is also responsible for Governance, important metric reporting, campaign performance monitoring, standard process support and implementation, risk monitoring and strategy development.

The aim of the team is to ensure the best in class Service Experience for European customers

Role and Responsibilities

Your key responsibilities

Analyse data to find trends and identify new opportunities for the organisation

Improve and automate current code base and owning some specific audience dashboards to support client service management.

Build an ‘always on’ view of our partners’ performance across various metrics

Build internal & external performance reporting templates

Use multiple data sources to analyse, track, interpret and make clear and concise recommendations on partner performance on our platform

Create regular performance reporting on CS operation, critical metrics and projects to key collaborators using a variety of BI and presentation tools, including teams across Subsidiaries, EO and HQ

Manage a range of analytics requests and be proactive in finding relevant insights to present to partners

Develop and manage positive working relationships with colleagues, content partners and other teams within Samsung

Translate business requirements into meaningful set of SQL queries for Ad Hoc analysis and new reporting solutions, and particularly related to CS activities. The overall aim is to use data to demonstrate the value of CS in Europe

Explore data to identify trends and anomalies, develop new analytical capabilities/solutions, and find new monetization opportunities

Summarise analysis into PowerPoint presentations or formatted Excel reports

Leading system and process implementation to improve operational efficiencies

Skills and Qualifications

What we need for this role

To be successful, you will possess the following skills and attributes:

Substantial experience in data analyst/business analyst/ data scientist role

Degree or equivalent experience in computer science/engineering or quantitative discipline (Economics, Statistics, Engineering, Physics, Mathematics).

High understanding of CS(Customer Service, Customer Satisfaction, Customer Experience)

Experience working with Tableau/Power BI and other analytic tools

Familiarity of working with large relational databases

Proficiency using SQL full time

Good communicator with strong written and verbal communication skills

Structured and organised

Solid attention to detail

Personable, passionate and highly motivated

Excellent team worker, including with non-technical teams

Ability to analyse data and articulate clearly the trends and implications of the data - specifically with CS data correlation from various data sets

Excellent presentation skills

Handle pressure from daring targets and demanding partners

Critical thinker and problem solver

What does success look like?

Delivery of the regular reports/dashboard for whole CS operation using critical metrics to explore all existing CS data from customers, repair partners, call centres, digital channels and sharing the trend/results/lessons to the business

Building data and statistics to help the effective decision making and make improvements in CS journey

Experience to develop strategic relationships with all areas of the business and then to assist, collaborate and contribute to the whole teams working.

Benefits of working here at Samsung include:

Onsite working

Bonus Scheme

Pension contribution

3 x volunteering days each year

Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!

Access to staff sales discounts on a wide range of Samsung products

Access to discount shopping portal

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We create the future by fostering a diverse culture to drive sustainable growth.

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