Customer Care Team Member
About the role
The Parts Research/GPCA Call Agent provides specialized inbound call and email support to Authorized Service Centers (ASCs), serving as a key resource for parts research, order management, and issue resolution. This role accurately identifies service part numbers, assists with order placement and tracking, and resolves complex part-related inquiries to ensure the correct parts are selected and delivered. The agent works closely with ASCs to provide timely, accurate, and professional support, streamlining the service process, minimizing delays, and enhancing overall customer satisfaction. By maintaining a high level of product knowledge and attention to detail, the Parts Research/GPCA Call Agent ensures efficient resolution of requests while upholding established service quality and customer service standards.
Responsibilities
- Part Number Identification: Assist ASCs in identifying the correct part numbers for Samsung service parts using internal databases and resources. Verify part specifications and compatibility to ensure accurate part selection.
- Troubleshooting & Issue Resolution: Investigate and resolve inquiries related to incorrect, defective, or incompatible parts. Provide clear guidance on part usage and application.
- Customer Service Excellence: Inbound Call & Email Support: Respond promptly and professionally to ASC inquiries via phone, email, or other communication channels. Deliver accurate parts information to support ASCs in their service operations.
- Policy Compliance: Ensure all part research and resolution processes adhere to Samsung’s service parts policies and guidelines.
- Documentation & Reporting: Record Keeping: Maintain detailed records of part research inquiries and resolutions. Track common part-related issues to identify trends and areas for improvement.
Qualifications
- High school diploma or equivalent; associate degree preferred.
- Previous experience in a call center or customer service role is a plus.
- Strong verbal and written communication skills.
- Proficiency in using customer service software and Microsoft Office Suite.