Location: 6625 Excellence Way, Plano, TX, USA
Position Summary
This role is not eligible for immigration sponsorship
Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.
To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.
We are seeking a driven, analytical, and customer-centric Customer Experience (CX) Strategy & Transformation Intern to join our team. In this role, you will be embedded at the center of a high-impact strategic initiative: consolidating two separate customer-facing organizations—our eCom Customer Service Team (handling order modifications, cancellations, and refunds) and our Tier 1 Technical Support Team (handling general inquiries, troubleshooting, and repair scenarios)—into an integrated, single-point-of-contact resolution model.
Your primary mission will be to help eliminate customer friction caused by transfers between chat and phone queues, lower Customer Effort Scores (CES), improve First Contact Resolution (FCR), and drive long-term cost efficiencies. You will leverage modern process mapping, analytical modeling, and emerging AI-driven automations to re-engineer traditionally manual, multi-tiered support operations into a seamless customer journey.
Role and Responsibilities
Job description provided by Samsung.
View the original posting
