KBzine: the original kitchen and bathroom industry e-news - since 2002
18th January 2019
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Samsung creates new technical expert roles to enhance kitchen trade support
Samsung has created new roles in its customer engagement team for the kitchen trade to better serve the needs of the premium market and provide enhanced customer service for retail partners.
The roles, in Samsung's contact centre operations in Leeds, were created in August to provide the kitchen market, including studios, designers, installers and builders, with deep product knowledge, industry insights and expertise from a dedicated team of customer engagement specialists.
This premium customer engagement team - which includes experienced customer service handlers and former kitchen installation engineers - will work closely with Samsung's kitchen sales teams to offer a holistic customer experience, with new levels of support for pre- and post-purchase queries as well as installation advice.
"At Samsung we recognise the specialist nature of the premium kitchen trade market and the new roles and team we have created will enable us to better support our retail partners and address the unique challenges they face throughout the purchase and installation journey," explains Mark Seaman, head of domestic appliances, Samsung UK & Ireland.
"By combining the power of our brand and the expertise of installers we are able to work in a much more collaborative way with our partners, to ensure they receive the highest levels of specialist support and that all parties benefit from an improved purchase experience."
Team members are specially selected based on their expertise and ability to make life easy for each and every customer. They also receive enhanced training to ensure that understand the challenges involved in kitchen design, build, and installation and are able to not only respond to inbound enquiries, but actively support sales teams with outbound insights, guidance and advice.
Embedding this level of technical expertise in its customer engagement team means that Samsung is able to offer a highly-differentiated level of service that complements the company's market leading capability and the technology of the Samsung domestic appliances themselves.
17th August 2018