Retail Support Assistant Manager

We are looking for an experienced Support Assistant Manager to join our team at Samsung KX.

Samsung KX was launched, in collaboration with Stellar Global, in 2019. Based in Kings Cross, London, Samsung KX is their impressive flagship European brand experience space and Stellar is responsible for managing and developing its exceptional people. Designed to give guests the ultimate immersive brand experience, Samsung KX is a place where people are invited to discover, interact with and learn new skills in a dynamic environment through a range of workshops, events and performances together with local community partners.

As a Support Assistant Manager you will be assisting the Support Manager in running the Customer Support Operation; this will include overseeing the whole repair journey, from the booking stage for virtual or in store consultation, to the repair process of a device and the delivery back to the customer. You will manage a team of leads, specialists, and technicians to ensure Samsung’s customer service is at the highest standards. You will play a key part in team development and creating a culture that enables the team to perform at their best in all aspects of customer support.

The role will have a strong focus on mobile repair technology working with deadlines and KPIs to drive business results. This will involve troubleshooting and diagnosing mobiles, tablets and wearables, back of house admin, stock management, customer communication and working with couriers and other Samsung partners.

What are we looking for:

• A smart and effective leader with a can-do attitude and impeccable organisational skills
• Enthusiasm and positive energy boosting ‘can do’ attitude
• A true brand advocate who can deliver a flawless customer experience and generate brand loyalty through exceptional customer service
• A detail-oriented individual with the drive to reach exceptionally high standards
• A loyal team player with good communication skills who can work collaboratively as part of a diverse and energetic team
• A great communicator that is able to take a complex technical issue and explain it in simple, customer-friendly terms
• Calm and friendly personality, able to create a welcoming environment for customers, even during periods of high pressure
• Confidentiality and trust in handling sensitive situations and HR challenges
• Relevant previous experience in management, tech repairs and customer support would be considered an advantage

What do we offer:

• Competitive salary & bonus scheme
• Samsung work phone

• Discount at Samsung members only website

• 25 days annual leave + Bank Holidays (and 1 day extra for each year of continuous service up to 2 years)

• Health cash plan via Medicash

• Great staff benefits

If you are interested in joining the team, please apply below