European CS Data Analyst

Position Summary

Why join our team?

The ECSO (European CS Office) is responsible for supporting Samsung Customer Service operations across Europe to achieve operational excellence and customer satisfaction, thus increasing customer brand loyalty for Samsung Electronics.

Encompassing customer contact centres, service engineers, online support, Quality Assurance laboratories and spare parts logistics, the remit of the European CS headquarter is diverse and dynamic.

As well as the day to day support of the field, ECSO is also responsible for Governance, important metric reporting, campaign performance monitoring, standard process support and implementation, risk monitoring and strategy development.

The aim of the team is to ensure the best in class Service Experience for European customers

Role and Responsibilities

Your key responsibilities

• Analyse data to find trends and identify new opportunities for the organisation

• Improve and automate current code base and owning some specific audience dashboards to support client service management.

• Build an ‘always on’ view of our partners’ performance across various metrics

• Build internal & external performance reporting templates

• Use multiple data sources to analyse, track, interpret and make clear and concise recommendations on partner performance on our platform

• Create regular performance reporting on CS operation, critical metrics and projects to key collaborators using a variety of BI and presentation tools, including teams across Subsidiaries, EO and HQ

• Manage a range of analytics requests and be proactive in finding relevant insights to present to partners

• Develop and manage positive working relationships with colleagues, content partners and other teams within Samsung

• Translate business requirements into meaningful set of SQL queries for Ad Hoc analysis and new reporting solutions, and particularly related to CS activities. The overall aim is to use data to demonstrate the value of CS in Europe

• Explore data to identify trends and anomalies, develop new analytical capabilities/solutions, and find new monetization opportunities

• Summarise analysis into PowerPoint presentations or formatted Excel reports

• Leading system and process implementation to improve operational efficiencies

Skills and Qualifications

What we need for this role

To be successful, you will possess the following skills and attributes:

• Substantial experience in data analyst/business analyst/ data scientist role

• Degree or equivalent experience in computer science/engineering or quantitative discipline (Economics, Statistics, Engineering, Physics, Mathematics).

• High understanding of CS(Customer Service, Customer Satisfaction, Customer Experience)

• Experience working with Tableau/Power BI and other analytic tools

• Familiarity of working with large relational databases

• Proficiency using SQL full time

• Good communicator with strong written and verbal communication skills

• Structured and organised

• Solid attention to detail

• Personable, passionate and highly motivated

• Excellent team worker, including with non-technical teams

• Ability to analyse data and articulate clearly the trends and implications of the data - specifically with CS data correlation from various data sets

• Excellent presentation skills

• Handle pressure from daring targets and demanding partners

• Critical thinker and problem solver

What does success look like?

• Delivery of the regular reports/dashboard for whole CS operation using critical metrics to explore all existing CS data from customers, repair partners, call centres, digital channels and sharing the trend/results/lessons to the business

• Building data and statistics to help the effective decision making and make improvements in CS journey

• Experience to develop strategic relationships with all areas of the business and then to assist, collaborate and contribute to the whole teams working.

Benefits of working here at Samsung include:

• Onsite working

• Bonus Scheme

• Pension contribution

• 3 x volunteering days each year

• Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!

• Access to staff sales discounts on a wide range of Samsung products

• Access to discount shopping portal

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We create the future by fostering a diverse culture to drive sustainable growth.

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