Team leader Digital Services
Samsung Electronics
Total years of experience :18 years, 5 Months
• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Monitor team performance and report on metrics
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities
• Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses
• Document all call information according to standard operating procedures
• Assist and train new digital services agents in handling customer inquiries.
• Conducts team meetings to update members on best practices and continuing expectations
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Interact with customers to understand their needs towards Samsung products.
• Dealing with wide range of Samsung products.
• Provide excellent customer service to achieve customer loyalty.
• Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors
• Submits orders by referring to price lists and product literature
• Manage and resolve customer problems on the spot.
• Clarify and explain procedures and products.
• Capture and report customer feedback towards continual product development.
• Resolve customer’s disputes by coordinating with showroom, service center and back office.
• Dealing with the gold customers with high liabilities in the gold department.
• Successfully retained existing clients by offering outstanding customer service.
• Document all call information according to standard operating procedures
• Keeps equipment operational by following established procedures; reporting malfunctions
• Updates job knowledge by studying new product descriptions; participating in educational opportunities
• Assist new customer care agents in handling calls and customer inquiries.
• Deal directly with customers either by telephone, electronically or face to face
• Provide excellent customer service to achieve customer loyalty.
• Maintain knowledge of current sales and promotions, policies regarding Payments and exchanges.
• Present and sell company products and services to current and potential clients.
• Develop and maintain sales materials and current product knowledge.
• Prepare paperwork to activate and maintain service contracts.
• Manage account services through quality checking and other follow-ups.
• Prepare a variety of status reports, including activities, closings and adherence to goals.
• Coordinate company staff to accomplish the work required to close sales.
• Communicate new product and service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff.
• Develop and implement special sales activities to reduce stock.
• Respond promptly to customer inquiries, Handle and resolve customer complaints.
• Keep records of customer interactions and transactions.
• Communicate and coordinate with internal departments.
• Scheduling the purchase orders based on the market demands and notifying the purchase department in case of any alarming shortage of any particular serial in stores.
• Work in the trust’s IT department making sure that all IT systems run smoothly
• Assist with the installation of new computer programs and systems
• Respond to staff have issues with their computers, via phone and email, and fix problems as they arise.
• Troubleshoot hardware, software and network operating system.
• Be familiar with all hardware, software and network operating system.
• Provide orientation to new users of existing technology.
• Train staff about potential uses of existing technology.
• Train staff about new and potential use,
• Provide individual training and support on request.
• Provide recommendations about accessing information and support.
• Maintain current and accurate inventory of technology hardware, software and resources.
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