Customer Service Representative

PURPOSE OF POSITION :

1. VOC Admin (Legal cases (Attorney General (AG) / Small Claims)) coordinates and assigns to relevant party to follow up for resolution

2. Working closely with Legal team for AG responses / Small claim

3. Claim root cause analysis and register in GCIC and REVO system

ESSENTIAL DUTIES & RESPONSIBILITIES :

Duties & Responsibilities

1. Manage all Legal consumer complaints providing support to legal team

2. Coordinate Small Claims Complaints to ensure that they are assigned to dedicated agent, follow up on, and resolved

3. If not resolved, schedule an RSM / FSM to attend Small Claims to defend on Samsung’s behalf or inform Legal if outside counsel is needed.

4. Support Legal Department with composing AG responses to consumer issues.

5. Support Legal Department with gathering information of consumer history for filed class actions, legal demand letters or other relevant legal matters.

6. Keep track of legal cases in the excel

MAJOR CONTACTS :

• OOP (Escalation handling team)
• Product Support Team
• RSM (Regional service managers), FSM (Field Sales managers)
• Management

Please submit candidates w / following must-haves :

1) Excellent organization skills; able to prioritize tasks independently w / minimal supervision; has great follow up skills

3) Proficient with Microsoft Office (Excel, Word, Outlook) - will be reporting on regular basis up to leadership level

4) A team player, self-driven. flexible, dedicated individual - looking for a "jack of all trades" kind of character that is able to help out in multiple areas

5) Customer service experience

Qualifications :

Work Location : Englewood Cliffs, NJ, USA

Work Schedule : 9am-6pm onsite (Mon thru Thurs). Fri is WFH which can change to on-site with little notice

Assignment Length : 6 months

Education and Years of Experience :

1) College degree preferred but not required.

2) Preferred 1+ year experience in customer service

Top Skills :

1) Excellent organization skills; able to prioritize tasks independently w / minimal supervision; has great follow up skills

2) Proficient with Microsoft Office (Excel, Word, Outlook)

3) A team player, self-driven. flexible, dedicated individual - that is able to help out in multiple areas