CS Communication and Content to Samsung

We are currently looking for a CS Communication and Content to an exciting opportunity with our client Samsung! This is a consultancy opportunity a 2-year contract starting as soon as possible with the possibility for an extension.

About the company:

Samsung is one of the largest IT-companies in the world within consumer electronics, a digital leader with operations in many industries and countries. Everything they do is driven by a passion for excellence—and commitment to develop the best products and services on the market. In today´s fast-paced global economy, change is constant, and innovation is critical to a company´s survival. For the past 70 years Samsung has set its sights on the future, anticipating market needs and demands to steer the company toward long-term success.

About the role:

Samsung is looking for a After Sales Communication and Content Coordinator to work in Customer Service Department´s CX team with focus on providing an effortless Customer Centric After Sales Support.
Day to day tasks include community dialogue, keeping brand tone of voice, quality assure content, content adjustments, statistics and handle local market requests of content publications and after sales surveys. The Digital Customer Experience Lead will support you in content plans and content creations provided by our Content Production Center.
You will work closely with colleagues across Nordics to share experiences and topics from the community and survey results and drive for improvements in terms of communication.
You should be a ´people person´ with great ability to moderate online conversations with our community. The ideal candidate is interested in tech and stays updated on new products and features, loves our brand, has a customer service mentality, and has passion for engaging with people.
At Samsung we believe meaningful progress comes from daring to defy barriers. Technology should be available for everyone, and it should make people´s lives smarter and easier. Our team is open minded, we focus on testing, analyzing, learning, and developing together! Technology is at the heart of what we do, and we´d like to see a tech interested person to join the team.

PURPOSE OF THE JOB:
The purpose of Communication & Content Coordinator is the complete sum of information and content the customers experience when interacting online with your company and brand.
Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of being a customer."
Develop and maintain customer journey of the digital channels for Samsung Nordic (SE, DK, NO and FI). Such as support web page Samsung.com & m.samsung.com), Samsung Community and other platforms used for communicating and supporting customers.
Develop and improve digital help contents such as FAQs, how to guides and Troubleshooting guides in order to maximize customer experience and self-resolution online.
The role includes project coordination/ownership of digital projects such as site renewals and functional development, help content production, and analysis of web statistics.
The person is an excellent team player and able to plan, execute and follow-up independently. Key requirements are to handle multiple information sources under tight deadlines and to actively seek out information when needed.

KEY ACCOUNTABILITIES:

• Support and enhance the digital customer journey and thus processes in place that affect the customer experience.
• Administration of Support Web on samsung.com - landing page, mem Support Menu and mobile version for the Nordic Countries.
• Overall responsibility of service-related activities in Samsung Community.
• Develop and review Support Content together with Samsung´s Content Production Center in Europe.
• Develop, monitor, and analyze Help contents Satisfaction and Help contents Creation Ratio
• Monitor and report support activities from online channels and share information with related functions.

Your profile:

Qualifications and Experience:

• College ("gymnasium") finished
• Well-developed analytics skills
• Detail oriented, attention to details
• High level of integrity in data created
• Ability to challenge data and performance
• Target oriented
• Driver license.

 

• Very well oriented in the consumer electronics business
• Call center management experience
• Works well under pressure
• Ability to see ´the whole picture´ along with details

Skills and Attributes:

• A very good understanding of digital communication as a support channel.
• Ability to digitally present technical information in a pedagogical and easy to understand way for end customer.
• Fluent in Swedish and English. Knowledge of other Nordic languages is a merit.
• Flexible mindset, but with an ability to say no if needed.
• Service minded
• Team player
• Able to balance periods of heavy workload under tight deadlines
• Highly driven with an eye for quality and customer satisfaction.
• Basic HTML and Photoshop knowledge.
• Adobe experience manager (AEM)
• Jira experience
• MS office knowledge (excel, ppt, word)
• Able to identify opportunities for improvement and suitable solutions
• Able to drive to implementation of changes

Sounds interesting?

If you are up for the challenge and reckon that this position fits your profile, we would like to hear from you. Apply today, as we are reviewing applications ongoingly and the position might be filled before the application deadline.