Cashback Team Leader

Cashback Team Leader

Sector 2, Municipiul București, Romania

Position Summary

About Samsung Electronics

For decades, Samsung has been leading the charge on innovation. We see beauty in achieving excellence, and our passion for change fuels our discoveries, inventions, and breakthrough technology. We believe that technology can, and should, make the world a better place, so we create new possibilities for people everywhere, push the limits of what’s possible, and constantly innovate. At Samsung Electronics, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. Only the resilient and resourceful thrive in the daily dose of the unexpected at Samsung. We unapologetically push to achieve unforeseen potential in everything we do, both within the workplace and at home. We fearlessly face challenges
- on, conquer the unconquerable, and are comfortable living in the uncomfortable zone. Together we make the impossible possible. Because at Samsung, we Own the Unknown. Are you ready to #Own
The
Unknown? Join us.

What is the role about?

The Cashback team coordinator reports directly to the Head of Cashback and is in charge of managing a team of Cashback agents, as well as performing operational tasks.

Role and Responsibilities

What will you do?

Monitor the number of Service Requests (SRs) assigned to each team member and
- allocate between them as necessary, to ensure that workload is balanced;

Review daily activity of each agent and ensure SRs are processed within agreed timelines;

Handle cashback SRs (especially during peak volumes), ensuring that team objectives are met;

Provide guidance and training on the job for team members, acting as a process expert;

Act as the first escalation point for issues encountered by the agents; assess the complexity and criticality of the issue and provide resolution or further escalate to the Head of Cashback / Process architect / SME as necessary;

Provide regular and/or
- hoc reports on team operational activity and/or people matters, as agreed with the Head of Cashback ;

Identify opportunities for improving processes and/or systems used and prepare a business case for review by the Head of Cashback, working together with a Process expert / SME;

Monitor performance and achievements of team members against objectives, hold regular 1 to 1 meetings and provide feedback in a constructive manner, aiming to improve both the performance of the individual team member and that of the group;

Identify team members’ strengths and areas of improvement, define training needs and submit training proposals to the Head of Cashback / Local HR teams;

Identify the recruitment needs within the team and work together with the Local HR team in order to find a suitable candidate for the open position.

Ensure smooth and timely onboarding of new joiners, working together with the Process Trainer, by preparing the onboarding schedule, assigning a buddy, and providing close guidance to the new employee;

Skills and Qualifications

Your Profile:

2-3 years’ experience in a similar position

Good process and system knowledge

Good time management skills and ability to work with tight deadlines

Ability to evaluate, prioritise and delegate concurrent tasks in order to ensure maximum productivity

Very good communication skills; ability to deliver clear and structured messages, adapted to the audience

Team-oriented, able to engage with people of various backgrounds and levels of knowledge and to promote cooperation

Self-starter with a positive attitude, able to motivate other people and to drive tasks to completion

Why is Samsung SSC Europe the place to be?

The future that we wish to create begins with our employees. We invite YOU to shape the future with us. Being one of the best in the industry comes with hard work, but we also make it rewarding through:

Compensation & Benefits: attractive salary & performance bonuses, meal tickets, lunch allowance

Health & Wellbeing: gym subscription, private medical care etc.

Various Team Events (e. g. : Christmas Party, June 1st party, Halloween, team building etc. )

Learning & Development: Unlimited access to Samsung’s learning platform & access to
- class trainings

Family & Living: discount to Samsung products, 25 days of vacation per year