We’re supporting our clients as they adapt to a new world in the wake of COVID-19. We’re now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.

This is an exciting opportunity to be part of the Business Services Centre – BSC Team based in Leeds. Our BSC Team support Samsung customers with general enquiries, admin, technical troubleshooting & Sales across the Samsung products and service portfolio; we’re passionate about delivering the premium level of customer experience you’d associate with a leading global brand like Samsung. You will share that passion and will use your leadership, coaching, commercial knowledge and people development skills to inspire and motivate your team members to deliver a premium customer experience that will surprise and delight Samsung customers. We will give you expert training and support in a high-end environment to make sure you are set up for success

You will be responsible for supporting business Shop customers and leading a great team of Agent’s managing a wide range of contacts from general enquiries through to large revenue deals. You’ll share their passion for technology and their customer focus, and will support them in delivering the best possible customer experience, empowering your team to take ownership of enquiries, to make things easy for customers, and to ensure all sales opportunities are acted on.

Job title:

Commercial Propositions Leader

Job Description:

What you’ll be doing:

• To own your customers journey end to end, holding their hand through the purchasing journey and ensuring they are supported at every stage
• To complete warm and friendly welcome calls with customers after they have purchased their Samsung product
• To lead from the front, with a do as I do approach and using your cases as examples of what great looks like
• To verify businesses thoroughly, ensuring we are approving correctly Samsung business shop accounts so they can receive exclusive deals and promotions
• To be able to talk with customers and build relationships with them in multiple platforms, such as phone, email & Web chat
• To manage your workload effectively so your customers are never kept waiting and you are proactively contacting them to deliver a premium service
• To outbound call warm Sales leads with focus on closing the sale yourself or passing to a Samsung approved reseller if applicable

What we’re looking for:

• Passionate about technology and consumer electronics, with experience of Android technology and an interest in new and emerging technologies
• People/ line management experience desirable
• Experience in a Customer Service and Sales
• Excellent coaching, communication and support skills
• Product knowledge desirable
• An analytical approach to data and understanding reporting
• Excellent customer focus

About Samsung

Since its founding in Suwon, Korea in 1969, Samsung Electronics has grown into a global information technology leader, managing more than 200 subsidiaries around the world.

The company’s offerings include home appliances such as TVs, monitors, printers, refrigerators and washing machines as well as key mobile telecommunications products like smartphones and tablets. Samsung also continues to be a trusted provider of key electronic components like DRAM and non-memory semiconductors.

Samsung Europe comprises of 17 divisions (subsidiaries) across Europe that represent circa $32 bn. in sales.  It has recently become the leading Consumer Electronics brand in the region in terms of recognition and most preferred by consumers. However, the ambition on the business is to become THE leading Electronics brand and to double its turnover by 2020.

Samsung is a part of Capita Customer Management who provide first-class customer services on behalf of other organisations and companies by phone, email, web and more.

What’s in it for you?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

What we hope you’ll do next:

Looking to discover more? Let your line manager know, then choose ‘Apply now’ to fill out our short application and send us your CV.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.