The Company: Our client is a worldwide well-known and highly respected brand in the electronics industry. This position will sit within the Customer Experience department based at the Sydney Olympic Park Office. This role is responsible for offshore BPO provider account management who is responsible for back of house operations and post-purchase support for Retailers as well as main point of contact for Samsung Field team and Retailers seeking advice or escalation. Duties and Responsibilities:Account management of offshore BPO vendor responsible for back office administrative services such as outbound satisfaction survey calls, data logging, email management, inbound call management for Retail partners and Field Team. Allocation of relevant workload to BPO management, monitoring and management to ensure KPI achievementMain point of contact for Samsung Field Team including State Managers, Sales Representatives and Retailers in the event a customer has contact the original place of purchase for supportKey liaison with VOC leadership team to escalate customer claims with are pending or may need further escalationDevelop and maintain working business relationships with key stakeholders at operational levels with a view to collectively identify gaps or areas of opportunity for enhanced service offeringsComplete high risk case studies to identify breakdowns in process, policy or operational issues that impact negatively on customer experience, provided suggested improvement plans and proposals for implementationAbout YOU:Relevant secondary/tertiary qualificationsExposure to high level customer service environmentDemonstrated high level time management skills and the ability to work to critical deadlines and time frames Must have own transportation and current valid Australian Driver's LicenseStrong interpersonal verbal and written communication skillsMust be organised, able to prioritise tasks and take initiativeMust display good work ethic and a commitment to customer service cultureDemonstrated competence in MS Office applicationsTechnical background an advantageWhat's in it for you?Generous discount on company productsAccess to discounts and special promotions with retail partnersAccess to wellbeing platformHeavily discounted gym membershipOnsite parkingIf this role sounds of interest, please click the "Apply Now" button or contact Juma on 0413 051 365 for more information.Operating for over 18 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment and Frog Recruitment are your award-winning recruitment group and HR solutions provider. We are the 2022 Outstanding Large Agency, 2023 Excellence in Candidate Care and 2023 Excellence in Client Service RCSA Award winners. We mitigate our carbon emissions by measuring them and planting the equivalent in trees.At people2people, Edge Recruitment and Frog Recruitment, everyone is welcome and as an inclusive workforce, we encourage our employees, clients, and candidates to showcase their authentic selves.