Customer Service

2 days ago


Fatih, Istanbul, Turkey Samsung Electronics Full time

Customer Service | Field Operations Assistant Manager

Samsung Customer Service Department is looking for a Field Operations Assistant Manager who will be responsible for managing assigned service accounts in field operations, monitoring performance, conducting audits, and providing coaching. Additionally, this role will be a support as after-sales contact for buyback and refurbishment partners while also driving value-added services and after-sales projects.

Roles & Responsibilities

  • Service Partner Management: Oversee assigned service accounts, monitor their operational performance, conduct audits, and provide coaching to ensure service excellence.
  • Performance Monitoring & Optimization: Track and analyze key performance indicators (KPIs) such as customer satisfaction, turnaround time (TAT), quality, and cost metrics. Identify improvement areas and implement process optimizations.
  • Buyback & Refurbishment Support: Act as the after-sales contact for buyback and refurbishment partners, providing operational support and ensuring seamless service execution.
  • Strategic After-Sales Projects: Contribute to and support after-sales initiatives that enhance customer experience, optimize service operations, and drive innovation.
  • Cross-Functional Coordination: Work closely with internal teams (sales, marketing, and support) and external business partners to improve customer journey and overall service experience.

Skills & Qualifications

  • Experience in customer service, repair operations, account management or project management, preferably in the electronics or telecom industry.
  • Familiarity with refurbishment processes, cost structures, trade-in & buyback operations is a plus.
  • Strong ability to analyze data, identify trends, and optimize after-sales processes.
  • Excellent interpersonal and communication skills to collaborate effectively with internal teams and external partners.
  • Advanced English proficiency (both written and verbal).
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.).
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