Samsung bulks up service offering for kitchen retailer partners

Samsung has created a series of new roles in its UK engagement team to improve its customer service offering for the premium kitchen market.

The Korean giant said that these new roles, created in August, will provide studios, designers, installers and builders with deep product knowledge and industry insights, so that it can offer a “differentiated” level of service to its kitchen studio partners.

The move comes less than two months after Magnet agreed to a deal to sell its first “smart” kitchen using Samsung-only connected appliances.

The roles, which will include experienced customer service handlers and former kitchen installation engineers, will sit within Samsung’s contact centre operation in Leeds.

They will work closely with Samsung’s kitchen sales teams to offer a holistic customer experience, supporting pre- and post-purchase queries as well as installation advice.

“At Samsung, we recognise the specialist nature of the premium kitchen trade market and the new roles and team we have created will enable us to better support our retail partners and address the unique challenges they face throughout the purchase and installation journey,” said Mark Seaman, head of domestic appliances at Samsung UK and Ireland.

“By combining the power of our brand and the expertise of installers, we are able to work in a much more collaborative way with our partners, to ensure they receive the highest levels of specialist support and that all parties benefit from an improved purchase experience.”

The firm said team members would receive training to ensure that they understand the challenges involved in kitchen design, build, and installation and are able to respond to inbound enquiries, as well as support sales teams with outbound insights, guidance and advice.

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