e-store Call Center Manager [Position open only for BRAZIL Employees]

Samsung Electronics America; São Paulo; Presencial; BRL 80.000 - 100.000; Tempo integral

Resumo da oferta

A leading global technology company in São Paulo is seeking a Customer Experience Manager to oversee support teams in their online store. The role involves managing service levels and analyzing customer service performance to enhance satisfaction. Candidates must have completed university education and possess leadership experience in a contact center environment, along with proficiency in both Portuguese and English. This position offers opportunities for growth and advancement within a dynamic international team.

Serviços

Comprehensive health and wellness programs

Professional development opportunities

Opportunities for career advancement

Global networking and collaboration

Qualificações

• Completion of university-level education is required.
• Experience in managing contact centers and leading teams in customer service.
• Proficient in Portuguese and English.

Responsabilidades

• Support BPO team to manage customer experience via phone and digital interactions.
• Manage online store's service level, CAR, satisfaction, and resolution rate.
• Analyze contact center reports to improve customer service channels.
• Administer contact center operations according to Samsung guidelines.

Conhecimentos

Management Contact Center

Leadership

Customer Experience Management

Project Management in Customer Service

Portuguese

English

Formação académica

University Education Completed

Descrição da oferta de emprego

Position Summary

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 www.samsung.com or our career page HERE!

Opportunities to working with eStore and CS Team

Roles and Responsibilities

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

• Support the BPO team to manage a customer experience during the sale or support by phone and digital.
• Management the SAC of the online store with objective to target the daily and annual goal of service level, CAR, satisfaction and resolution rate.
• Analyze the contact center report and create a solution to be better customer service channel da Samsung.
• Management and administration the contact center with world guidance by Samsung.

Requirements

• University Education Completed
• Professional Experience: Management Contact Center, Leadership, Customer and Journey experience, Management projects by customer service
• Languages: Portuguese and English

Skills and Qualifications

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

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