Philips Contact Centre Coordinator in Guildford, United Kingdom
In this role, you have the opportunity to;
Utilise excellent problem solving skills, whilst working as a team to ensure you deliver the optimal solution in all instances. Your strengths will include remaining calm under pressure whilst imparting total confidence with our customers.
You are responsible for;
The team of Planners take receipt of customer calls via phone, web & email: they are registered into the service management system to establish prioritisation and next step actions.
Quickly determine how to respond to a customer call, taking into consideration the customer’s request and contractual agreements
Liaise with the various functions of the customer care centre to provide the best solution that balances the customer need against the business requirements
Assign and dispatch Field Services Engineers (FSE’s) based on the advice from an onsite technical helpdesk taking into consideration the FSE's location, workload and urgency of the situation
Coordinate orders of spare parts if required and keep the customer and engineers informed at every stage.
Ensure customers are aware of the status of their call and the actions taking place.
Manage the progress of the customer call until resolved, communicating with various colleagues, you may need to escalate the situation if you encounter problems meeting the service level agreement.
This role will work a rotating shift pattern across Monday to Friday of; 8am - 4.30pm, 9am - 5.30pm or 11.30am - 8pm.
You will be asked to work 1 day every 3 weekends as a 12 hour shift from 8am to 8pm, this will be worked from home.
You are a part of;
A vibrant customer care centre which services our healthcare customers across the UK & Ireland. As a Services Planner, you will function within a close knit team reporting into the Scheduling & Dispatch team leader within the larger customer support centre team.
To succeed in this role, you should have the following skills and experience;
Resilient and confident character, with excellent problem solving skills
Prepared to take ownership of customer problems through to completion
Demonstrated commitment to satisfy customers, able to build trust and confidence
Ability to work independently but with a team ethic supporting additionally when needed
Ability to manage workloads and priorities
Good organizational skills
Ability to work to pre-determined targets and timescales
Computer Literate, I.T skills, experience with excel/word
Please note – All interviews for this role will be through a recruitment day at the Philips Guildford office on Monday 7th August.
In return, we offer you
A path towards your most rewarding career. Philips is growing it’s Health Systems business UK wide. Succeeding in this fast paced and challenging role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities. Furthermore, Philips University is available to all employees for learning and development opportunities.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website. Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .
Please apply on-line – Good Luck!
Recruitment agencies : we are fortunate enough to receive lots of fantastic applications for our brand, however when we use agencies we have a PSL in place so please do not contact hiring managers or the recruitment team directly. Unfortunately we are not able to respond to you and cannot accept speculative CV’s as way of introduction.