Customer Experience Manager
il y a 2 semaines
[Why Join us]
Since its founding in Suwon, Korea in 1969, Samsung Electronics has grown into one of the world's leading technology companies, and become recognized as one of the top 10 global brands, managing more than 200 subsidiaries around the world. At Samsung, we believe in empowering people to lead and drive progress. Samsung inspires the world and shapes the future with transformative ideas and technologies. The company is redefining the worlds of TVs, digital signage, smartphones, wearables, tablets, home appliances and network systems, as well as memory, system LSI and foundry. Samsung is also advancing medical imaging technologies, HVAC solutions and robotics, while creating innovative automotive and audio products through Harman. With its SmartThings ecosystem, open collaboration with partners, and integration of AI across its portfolio, Samsung delivers a seamless and intelligent connected experience. If you are ready to grow with a global leader, we want you on our team.
A Snapshot of your day
The CX Operations Manager is responsible for enhancing customer support experiences across the Organisation's digital platforms. This role involves maintaining online support pages, updating digital content, monitoring KPIs, and supporting sales and telesales processes. It is designed for a mid-level candidate with growing experience in digital and customer operations.
How Will You Make an Impact?
- Develop and implement digital strategies to improve customer experience on online platforms.
- Oversee the creation and distribution of digital support content like FAQs and customer guides.
- Analyze digital channel performance and customer behavior to identify improvement opportunities.
- Engage with customers on digital platforms to provide support and gather feedback.
- Support online sales growth through optimized digital tools and customer care processes.
- Monitor telesales activities and assist in meeting monthly sales targets.
- Conduct agent performance evaluations and provide motivation recommendations.
What will you need?
- Strong knowledge of call center operations and customer support processes.
- Advanced technical understanding of digital platforms (HTML pages, FAQ management, online support tools).
- Familiarity with eCommerce and telesales programs.
- Excellent monitoring, reporting, and analytical skills.
- Strong project management capabilities with a solution-oriented mindset.
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