Danish Voice of Customer (VOC) - Samsung | Transcom

Are you passionate about customer satisfaction and problem-solving?

Do you thrive in a dynamic environment where you can make a direct impact on the customer experience? Join our Stockholm based Samsung team at Transcom, where you’ll be the crucial link between Samsung and its customers, ensuring their concerns are heard, investigated, and resolved efficiently. Transcom is proud to announce that we have been named Career Company of the year, 2025, for the sixth consecutive year.

What We Offer

At Transcom, we believe in fostering growth and career development while creating a supportive and engaging workplace. Here’s what you can expect:

• Competitive salary
• Comprehensive training program – Get fully equipped for success from day one
• Career advancement opportunities – 90% of our leaders started in customer service!
• Collective agreement & pension plan
• Health & wellness benefits
• A dynamic and inclusive work environment
• A brand new Office, freshly renovated.
• 24/7 access to our state of the art Gym and Sauna

Your Role as a VOC Agent

As a Voice of Customer (VOC) Agent, your primary responsibility will be handling and resolving customer complaints and escalations while continuously working towards improving processes to enhance customer satisfaction. You will:

• Manage cases from start to finish – Handling general complaints, consumer board errands, and claims
• Communicate with customers across multiple channels – Phone, email, and chat
• Investigate and analyse cases thoroughly – Collect reports, statements, and necessary documentation
• Decide on case resolutions – Determine outcomes, compensations, or necessary escalations
• Collaborate with internal teams – Work closely with call centre agents, workshops, and insurance companies
• Contribute to process improvements – Identify issues, escalate concerns, and drive solutions

What We’re Looking For

To succeed in this role, we believe you are a strong communicator with excellent written and verbal skills, a customer-focused mindset, and a structured approach to managing multiple cases efficiently. You have an analytical problem-solving ability to assess complaints and find the best solutions while maintaining professionalism, resilience, and empathy in handling complex cases.

Requirements:

• Fluent in Danish and English (both spoken and written)
• Previous experience handling complex claims – Preferably within consumer electronics or after-sales services
• Good understanding of Consumer Law and complaint handling
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Experience in customer service, especially over the phone

Location: Kista, Stockholm

Job Title: Voice of Customer - VOC

Languages: Danish & English

Contract type: Permanent + 6 month trial period.

Working hours: Monday - Friday, office hours. (No evenings or weekends)

Start Date: 7th April 2025

About Transcom

Transcom is a global leader in customer service solutions, operating in 29 countries with over 90 contact centres worldwide. We are dedicated to delivering exceptional customer experiences and fostering a positive work environment where our employees can thrive.

At Transcom, we care about our people – from our clients to our colleagues. Join us, and be part of something bigger!

📩 Apply Now! Interviews are conducted on a rolling basis, so don’t wait – send in your application today!

If you have any questions about the role, feel free to contact us at [Reece.McTavish@transcom.com]