VOC Operations Support Specialist

Job Type:

Regular

Work Location:

Carrollton, TX 75006

Overview:

2020 Companies has an immediate full-time VOC (Voice of the Customer) Operations Support Specialist representing our client, Samsung Electronics America.

Pay: $30.00 per hour based on experience

Location: On-site in the Plano, TX office

Required: Fluent in Korean; both written and verbal

Work Authorization:

Applicants must be authorized to work in the United States full-time without current or future visa sponsorship.

The VOC Operations Support Specialist is responsible for analyzing trends, conducting root cause analysis, and working with teams across the organization to champion continuous improvements. This position summarizes the findings, reports them to leadership, and drives actionable solutions while also leading projects to enhance our customer care operations.

What's in it for you?

• Receive $30.00 per hour, 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

Job Description:

• 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

• Support talking and managing to high level escalated customers in both Korean and English

• 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.

Qualifications:

• Extensive experience with root cause analysis and corrective actions

• Fluent in Korean with both written and verbal skills

• Experience with continuous improvement/process improvement

• Background in customer service (speaking with customers)

• 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

What You Can Expect From 2020 Companies
We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

2020’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.