VOC Operations Support Specialist

$62,400 - $62,400/Yr

2020 Companies - Ridgefield Park, NJ

Full-time - Entry Level

Ridgefield Park, NJ

Professional, Scientific, and Technical Services

About the position

The VOC Operations Support Specialist at 2020 Companies, representing Samsung Electronics America, is responsible for analyzing customer feedback trends, conducting root cause analysis, and collaborating with various teams to implement continuous improvements in customer care operations. This role involves summarizing findings, reporting to leadership, and leading projects aimed at enhancing customer satisfaction.

Responsibilities

• Perform root cause analysis and define corrective actions to resolve complex customer issues.
• Analyze case data and identify trends or recurring issues.
• Summarize analysis results and present findings to managers and leadership, customizing reports based on the audience.
• Support continuous improvement initiatives by identifying opportunities for process enhancements and advocating for solutions.
• Lead and manage projects, with or without sub-teams, to implement corrective actions and improvements.
• Collaborate with internal and external teams to accomplish tasks.
• Ensure that processes are aligned with the company's strategic goals and improve overall customer satisfaction.

Requirements

• Extensive experience with root cause analysis and corrective actions.
• Fluent in Korean with both written and verbal skills.
• Experience with continuous improvement/process improvement.
• Experience in leading projects and reporting to management.
• Excellent organizational skills.
• Able to prioritize tasks independently with minimal supervision.
• Excellent communication skills (verbal and written).
• Self-driven, flexible, dedicated individual - Team player.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook).
• 4+ years of customer service-related experience.
• College degree.

Nice-to-haves

• Lean Six Sigma green belt preferred but not required.

Benefits

• Receive $30.00 + hourly rate, paid weekly
• Next-day pay on-demand with DailyPay
• Health/Dental/Vision benefits
• 401K Program with matching
• Paid Time Off
• Paid Holidays
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Leadership Development Program