Customer Service Data Analist

Key Skills

Java Programming, Python Programming, SQL, PowerBI, LoadRunner, Feature Extraction, Transformer

Job Description

Currently we are looking for a data analyst for our division customer service to be the expert on customer service systems and all data in and between those systems. Do you want to work with a lot of data at Samsung? Apply now.

Role and Responsibilities

Your role

The customer service data analyst will be the system expert and project support for all customer service systems at Samsung plus the systems at our service partners.

This means you thoroughly need to understand all the connections and the full data architecture and utilize this knowledge to continuously look for ways to make the customer service operation better; qualitative and efficiency.

Your responsibilities

Your responsibilities consist of, but not limited to:

• Certain routine tasks (daily / weekly) will also need to be executed, such as loading data into reporting environments, downloading transactional data for customer surveys, operational support for online portals, etc.
• These tasks should be kept to a minimum and there should always be a focus on how to automate them – without losing reliability.
• Create monthly customer service controlling dashboards including the balance cost/savings and customer experience (NPS/CES).
• Automate the creation of the dashboards as much as possible through well documented coding (Extract, Transform, Load).

• Create in-depth dashboards per customer service team (retail, IT & Mobile, Audio Visual, Home Appliances, returns, contact), including all cost-aspects and every operational ratio that influences cost (such as volumes and productivity)
• From the dashboards, it must be possible to do the root cause analysis of cost deviations (+ or -) versus last month or versus last year.
• Dashboards must evolve as the customer service teams evolve and/or develop new services.
• TRI management for our partners.

Your team

• As a customer service data analyst you’ll be part of customer service department.
• The dashboards are designed by customer service controlling and customer service teams and approved by customer service director. They are standardized to allow a clear month-by-month analysis plus comparison to last year.

Skills and Qualifications

Your skills and qualifications

The ideal customer service data analyst recognize themselves in the following profile:

• A bachelor or master degree (in the area of Computer Science, Data Science, Econometrics).
• Experience in data extraction & transformation from different systems and the automation of that.
• Experience in translating data & business requirements into valuable reports and dashboards.
• Knowledge about various interfaces (XML, API etc.).
• Thorough knowledge of MS Office Tools (mainly Excel, VBA, Visio).
• Experience in MS Power BI would be a preference.
• 3-5 years working experience.

Preferred qualifications

As a customer service data analyst you have the following qualification(s):

• Analytical
• Result driven
• Feeling for both IT and business
• Data Visualization
• Good communicator and able to connect to other teams inside and outside of Samsung
• Fluent in English and Dutch, both verbal and in writing

• You are innovative (we move fast and take big risks).
• You are passionate (we reveal in what we do).
• You are collaborative (we recognize that we are all in this together).

What’s in it for you?

• Joining an international company with a Benelux family culture #OneSamsung
• Several development programs and initiatives to upskill your career (Samsung University, young talent & leadership programs, digital & data academy, coaching, job skills trainings, …) #DoWhatYouCan’t
• Internal mobility opportunities to advance your career (you are in a sales role, and have an interest in marketing? We support you to establish that transfer successfully)
• Health & Wellbeing program (we have our own fitness on site in The Netherlands + Belgium and organize online and offline health initiatives because we care about your wellbeing).
• Competitive compensation & benefits package to reward you for your work in supporting our company to grow.

About us

Our story begins in 1969, when Samsung saw the light of day with the ambition to help people achieve the impossible. After more than 50 years, we are still innovating and creating boundless technology that helps people make the impossible possible. We remain driven by our purpose, which is why we put people and what they care about at the center of everything we create.

We do this by staying true to our global values.

• Human experiences (We put people first, at the center of everything we do).
• Progressive Innovation (We are constantly finding new ways to improve the way people live by creating inventive products and services).
• Rebellious Optimism (We challenge ourselves and the status quo to change the world).
• Integrity & transparency (We always strive to do the right thing by being open and honest with our customers and partner ecosystem).
• Social improvement (We believe that technology should benefit everyone. It should be accessible, sustainable and used for good).