B2B IT Service Coordinator for Samsung

Job Description

Description & requirements

Description

At Transcom, we are passionate about creating exceptional customer experiences. We are looking for ambitious individuals with a relentless drive for success. If you are someone who thrives in a dynamic, collaborative environment and has a knack for leading teams to achieve remarkable results, then we want to hear from you!

What will you be doing?

As a B2B IT Service Coordinator, your primary goal is to provide exceptional customer service by supporting and tracking service orders for products such as computer monitors, hospitality TVs, large format displays, LED products, and corporate mobile software. You'll ensure clear communication and timely follow-up on service requests, always prioritizing customer satisfaction.

• Manage and resolve escalated cases from corporate clients via phone and email.

• Conduct technical troubleshooting alongside ASC and IT Engineers when needed.

• Book and monitor service orders, handling DOA and RMA cases as required.

• Coordinate with service partners on repairs, updating stakeholders on progress.

• Perform follow-up calls to ensure customer satisfaction and track key performance indicators (KPIs).

• Act as the Single Point of Contact (SPOC) for the SENA IT Sales team on escalated customer issues across the region.

• Attend customer service meetings, executing and following up on action items.

• Escalate product quality issues to CS Management and other relevant teams.

• Maintain and update service documentation and optimize B2B processes.

• Understand internal and external processes and contact routes, logging all interactions with 100% accuracy.

What are we looking for?

• Confident, efficient, and have a structured approach to work

• Curious and driven, with proven problem solving abilities

• Deliver service with care, maintaining a positive attitude towards Samsung products and customers.

• Stay calm under pressure, focus on overall goals, and build strong customer relationships.

• Comfortable navigating multiple systems and basic experience in Excel

• Experience in technical support for similar products is a plus.

• Start date - 1st October 2024

Languages

• Fluent in Swedish, with good English skills (spoken and written)

• Knowledge of another Nordic language is a plus

At Transcom, you’ll be part of an incredible working environment filled with talented and driven colleagues. We foster a culture of teamwork, support, and continuous learning, where every team member is valued, and success is celebrated.

We’d love to hear from you! Please submit your CV and/or cover letter in English as soon as possible. We will be conducting interviews on an ongoing basis.