Philips Customer Service Coordinator in Guildford, United Kingdom

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Philips is focused on improving people’s lives through meaningful innovation. Our aim is to improve the lives of 3 billion people by 2025.

We now have an exciting new opportunity within Philips Healthcare working in our busy Customer Care Centre.

Are you up for the challenge? If you have the drive and the passion to improve the future of healthcare come join our team

We are seeking an exceptional individual to take the role of Scheduler to accept critical service requests from our customers and manage the provision of a service solution to those customers.

You will be an excellent problem solver, 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.

Your team

This role sits within our vibrant customer care centre which services our healthcare customers across the UK & Ireland. As a service coordinator, you will function within a close knit team reporting into the Scheduling & Dispatch team leader within the larger customer support centre team.

Philips reward great performances, and are committed to you and your career progression.

Your responsibilities

  • The team of schedulers 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.

We are looking for

  • 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 as an individual and as part of a team.

  • 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

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. 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 pageon our career website. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

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.