Philips Nordic Service Experience Manager in Stockholm, Sweden
Together with the team you will focus on making the consumer care function a loyalty creating business by turning problems into opportunities and proactively finding ways to make problems disappear . Your challenge will be to create the best possible repair and exchange experience for our customer with improved sustainability.
Overall responsibility for the Customers Repair and Exchange Service experience.
Manage and develop the relationship with the Repair centers.
Streamline and Optimize the repair and exchange flow – Short term implementation, long term improvement. Complete Business Case of what we’re missing, what we need, what we want to achieve, and where we want to be in our repair center collaboration.
Manage escalations from Retailers and local sales teams and proactively work to solve the root causes.
Responsible for managing claims from the local Nordic consumer rights organizations and owner of the local claim handling system (Xpos).
You will be part of a Nordic Personal Health Consumer Care team of 4, working closely with all other functions to deliver the best results.
As part of the Nordic Personal Health Consumer Care team, you will be working in a people focused work environment with spirit to continuous improve our businesses processes, ways of working and performance. You will experience a lot of freedom to develop new initiatives.
When working at Philips you will be part of a culture where demands are high and opportunities great.
We are looking for
Min 5 years of work experience in Costumer relations and Service experience
Experience in Change Management and strong communication skills
Positive attitude with high energy level and productivity
Knowledge of Consumer rules and regulations for the Nordic Countries preferred
Fluency in English and a Scandinavian language