We are seeking a dynamic eCommerce Operations Specialist to manage customer and partner interactions and operational processes within our Samsung eStore ecosystem. This role combines customer care expertise with operational excellence to ensure a seamless end-to-end customer journey. The ideal candidate will handle customer and partner inquiries, support the operational activities of the ecommerce platform and collaborate cross-departmentally to deliver the highest level of service.

In this role your responsibilities will be:

1. Customer Support & Call Center Operations

• Act as first point of contact for pre-sales, sales, and post-sales customer inquiries (product info, order status, returns, complaints etc.) / Main eStore PIC

• Daily monitoring and solving of customer complaints, requests & ANPC cases, together with the CS team

• Provide exceptional customer care through phone, email, and digital channels, ensuring a high level of satisfaction and increase customer loyalty.

• Handle escalated cases, manage dissatisfied customers, and implement reconciliation solutions to ensure positive outcomes.

• Ensure compliance with VOC policies and risk prevention measures

2. Operations

• Monitor and solve orders placed for out of stock products

• Monitor pending orders and communicate with customers in order to finalize order placement

• Manage Hybris issues, together with platform specialist

• Solve invoice related issues, together with Finance department

• Solve delivery issues together with Logistics department

• Returns processing and management (commercial & technical)

For this role you will need:

• Bachelor’s degree or equivalent experience in Business, IT, or Customer Service Management.

• 3+ years’ experience in eCommerce operations, customer service

• Excellent communication, negotiation, and problem-solving skills.

• Ability to multitask, prioritize, and remain calm under pressure.

• Fluent in English; knowledge of other languages is a plus.

• Proactive, analytical, and results-driven mindset.

• Nice to have: experience with project management tools

Who are we:

Samsung Electronics is part of Samsung Group and is the global leader in production and sales of consumer electronics and their core components. Through relentless innovation and discovery, we are transforming the world of televisions, smartphones, home appliances, medical devices, semiconductors and LED solutions. Samsung Electronics employs 207,000 people across 72 countries with annual sales, both in consumers and as well as business to business markets, exceeding US$143 billion. Our goal is opening new possibilities for people everywhere.

Samsung’s innovative products and success are the result of the talents work at the organization! We, at Samsung, are constantly updating our organizational pathway to success.

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