Regional Service Admin Executive

7 days ago

Pasir Panjang, Singapore Samsung Electronics Full time

Position Summary

Working within the Regional Customer Satisfaction (CS) team, the Regional Service Admin Executive will be responsible for Returns and Warranty Management, standardizing exceptional return or warranty claim process and monitor abnormality claim cases in subsidiaries of the Southeast Asia and Oceania region.

Role and Responsibilities
- Drive improvements in service process to reduce customer service return rate.
- Analyse return trend and return reasons, and report to management.
- Review process gaps in the return process leading to long pending returns and work with subsidiaries and relevant departments, i.e. Logistics / Sales team to improve return process speed.

Warranty Management:

- Guide subsidiaries with warranty related issues like warranty error code management.
- Guide subsidiaries with WHCS related issues and improvement activities (eg: Check call execution).
- Co-work with Captive Shared Service Centre on issues & improvement (eg: RPA automation).
- Analyse warranty trend, identify root cause of abnormal trend, and report to management.
- Follow up WHCS activities and ensure cases have been investigated and take action if any fraud or manipulation found.
- Guide subsidiaries with exceptional claim process standardization, and set up penalty scheme for fraud & manipulation

Abnormal Claims Monitoring:

- Analyse Abnormal Repair/Return/ Warranty Bill and follow up with subs (CD Bill, Improve plan etc.)
- Monitor and improve risk control measures to reduce leakage of high cost parts during repair and customer return processes.
- Provide regular training to subsidiaries on the risk control measures.

Project Management:

- Leading or participating in ad-hoc projects related to service operation
- Follow up on task assignment, coordinate with relevant parties
- Regular update task progress and challenges or opportunities / alternative solution to management

Skills and Qualifications

Job Requirements
- Preferred Minimum 1-2 years of related Return & Warranty Management experience
- Confidence with Microsoft Excel and PowerPoint
- Prior experience in analysing operational performance data and communicating actionable insights to subsidiaries and management
- Proven track record of developing and implementing plans to achieve business goals with clear and measureable metrics
- Experience with leading projects remotely with members located in different countries is a plus
- Experience with data visualisation tools (eg Tableau) and SAP is a plus

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