Samsung Online Customer Care Agent

Overview

Do you have a passion for Tech?

Samsung and OSL have teamed up to operate the Samsung Experience Stores and Samsung eStore Chat Program across Canada. Samsung is a global leader in technology, opening new possibilities for people everywhere.

Who are we?

OSL is a dynamic, inclusive people-first company providing outsourced sales solutions for some of North America’s biggest Fortune 500 companies. We believe in great people doing greater things, every day. We are also the proud winner of Canada’s Best Managed Companies three years in a row.

We’re looking for passionate, driven people who are excited about working for a premium brand such as Samsung. You’ll have the opportunity to become a world-leading expert in a cutting-edge industry. How cool is that?

Here’s where you come in…

You’re part tech guru and part sales ninja. You’re hungry to sell and all about awesome customer service. As the Online Customer Care Agent, you will be the point of contact for all escalations from our SES, e-Store, and call centre customers. Of course, you will be asked to meet business objectives and be a strong ambassador of the Samsung Brand. You’re passionate and want to sharpen your skills and grow along with us in a fast, fun, high-energy work environment. Good thing you’re also an outgoing personality who plays well with others… we’re all about family.

A day in the life of an Online Customer Care Agent

• Reporting to the Online Customer Experience Manager, the Online Customer Care Agent will respond promptly via email to customer inquiries regarding product information, current promotions, existing orders, returns, outstanding credits and shipping information.
• Maintain an understanding of Samsung promotions, processes and policies in order to advise Customers on best approach on their inquiry.
• Familiarizing themselves with new products and services as they are introduced.
• Attend trainings and meetings as required.
• Maintaining a polite, helpful, and professional manner always.
• Process any order changes and notify customers via email in a timely manner of return, trade-in policies and procedures.
• Document all customer interactions and track the status of promotional changes within the Order Management System, ensuring ticket accuracy for reporting purposes.
• Maintain professionalism by answering questions and providing feedback to customers, other Samsung departments and business partners in a timely manner.
• Immediately escalating serious complaints or issues they are not equipped to deal with.
• Liaising with colleagues or managers to find the best solution for the customer.
• Supporting Samsung partners in delivering top tier service to their customers.
• Other duties as required to meet business needs.

Good thing you have what it takes:

• Minimum 2 years of retail, call centre or online sales experience.
• Will embody the Samsung Brand in every interaction with customers and genuinely care about their individual needs.
• Strong written and verbal communication skills in order to provide a positive customer experience. Bilingual in French/English.
• Highly accountable and results-oriented, possessing a “can-do” attitude and motivation to meet sale goals and objectives.
• Manage multiple tasks & answer customer questions and/or provide resolutions through demonstrated problem solving and decision-making skills.
• Familiar with Samsung products and features with the ability to make recommendations based on customer needs and wants.
• Highly collaborative and capable of working in a team environment and independently.
• Tech-savvy and able to navigate consumer websites, Microsoft Office and e-mail, displaying strong attention to detail.

What’s in it for YOU?

• Base hourly rate with bonus structure incentive; we will identify and reward commitment to excellence in service and sales.
• Comprehensive health and dental plans.
• Discounts on the newest wireless technology.
• Great employee referral program.
• Ongoing continuous training (online and in classroom) to support your personal and professional development.
• Local, regional, and national career growth opportunities.

Sound like a good fit? Let’s talk.

If you’re excited to be a member of our team, please apply now. If you require further information before submitting your application, please give us a shout at careers@oslrs.com.

Employment Type: Full Time, Work from Home.

At OSL, we celebrate difference. We’re committed to fostering an inclusive and accessible workplace where everyone feels valued, supported, and reaches their full potential.

OSL does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity.