Position Summary
We are looking for a new Key Account Manager to join our team!Role and Responsibilities
Key Responsibilities:
- Develop and implement customer support strategies to enhance customer satisfaction and loyalty.
- Monitor and analyze customer feedback to identify trends and areas for improvement.
- Ensure timely resolution of customer inquiries and escalations.
- Collaborate with cross-functional teams (e.g., product, engineering, marketing) to address customer issues and improve product/service quality.
- Maintain up-to-date knowledge of industry trends and best practices in customer support.
Service Coordination Responsibilities:
- Coordinate with internal teams (e.g., technical support, product development) to streamline service processes and improve response times.
- Act as a liaison between customers and internal departments to ensure clear communication and efficient issue resolution.
- Develop and maintain service-level agreements (SLAs) with internal teams to ensure consistent service delivery.
- Oversee the implementation of new service initiatives and ensure alignment with customer needs and company objectives.
- Analyze service coordination metrics (e.g., resolution time, first contact resolution rate) to identify areas for improvement.
- Lead cross-functional projects aimed at enhancing the overall customer experience and service efficiency.
Skills and Qualifications
- Bachelor’s degree in Business Administration, Communications, or related field.
- 3+ years of experience in customer support management or related roles.
- Strong problem-solving and communication skills.
- Customer-centric mindset with a focus on delivering exceptional service.
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What We Do
Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, network systems, medical devices, semiconductors and LED solutions. Samsung is also leading in the Internet of Things space through, among others, our Smart Home and Digital Health initiatives.
Since being established 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. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.
