Customer and Back Office Manager

Samsung Electronics; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global technology leader based in São Paulo is seeking an Operations Manager to oversee BPO vendor management, KPI reporting, and customer resolution. The ideal candidate will have a solid background in operations and people management, with strong skills in data analysis and negotiations. Join a diverse team and contribute to innovative solutions that impact communities worldwide. This role offers significant opportunities for professional development and career advancement.

Serviços

Comprehensive health and wellness programs

Professional development opportunities

Opportunities for career advancement

Global networking and collaboration

Qualificações

• Solid experience in operation management and people management.
• Experience in customer service activities.
• Advanced level of Excel proficiency.

Responsabilidades

• Manage BPO vendors focusing on customer complaints and backoffice activities.
• Oversee KPI management and reporting.
• Lead monthly business sessions ensuring vendor contract adherence.

Conhecimentos

Process driven

Data analysis

Negotiation capabilities

Customer experience activities

Service experience activities

Formação académica

Administration

Process Engineer or related

Ferramentas

Excel

Descrição da oferta de emprego

Who are we? Samsung Electronics has grown into one of the world’s leading technology companies, recognized as one of the top 5 global brands. As a global leader in technology, we are transforming the world with the creativity and diversity of our talented people who drive this transformation.

Our company's success reflects the determination and talent of our people, aligned with our key corporate values : People, Excellence, Change, Integrity, and Co-prosperity. Our mission is to help people achieve the impossible.

We are inspired by what people want to accomplish in their lives and work to create products that empower them in new ways. This drive fuels our innovation.

Join us at Samsung and find your opportunity to do what you can't.

Looking for more? Visit our website or our career page !

Areas of Responsibilities in this role, you will be responsible for :

• BPO Vendor management focus on Customer complain and Backoffice activities;
• People management activities;

Process definition / deployment and continuous improvement

• KPI management and reporting;
• Customer escalation and resolution management;
• Responsible by Operations forecast and payment validation;
• Lead the Monthly Business Sessions to ensure adherence of Vendor contract;

Work close of Legal team to ensure the Customers solutions.

Requirements

• Academic Background : Administration; Process Engineer or related;
• Professional Experience : Solid experience in Operation management and people management; Service experience activities; Customer experience activities;

Specific knowledge / skills : Process driven; Consumer defense code knowledge; data analysis; negotiations capabilities

Languages : English for read / write and communication

Preferred :

Excel advanced lever.

Artificial Intelligence knowledge.

Communication capacities.

Why is Samsung Electronics the place to be?

Join a Global Team

Work with a dynamic and diverse team, constantly interacting with different cultures.

Tackle Big Challenges

Our history is built on overcoming challenges and striving for excellence. Join us in pushing the boundaries of technology and innovation.

Shape the Future

Collaborate in an open, innovative environment where your ideas come to life, creating products that redefine the future.

Make an Impact

Contribute to groundbreaking technologies that improve lives and support communities worldwide. At Samsung, your work truly makes a difference.

Benefits :

Comprehensive health and wellness programs

Professional development opportunities

Opportunities for career advancement

Global networking and collaboration