Philips Junior Consumer Service Experience Manager in Warszawa, Poland
Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done
with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function
In this role, you have the opportunity to
Be responsible for execution the Consumer Engagement strategy in Poland and the Baltics in the area of Consumer Care and developing tactical moves to further improve the Consumer Experience.
You are responsible for
Analyzing operational processes, industry trends and technology development to identify opportunities for customer service delivery improvements
Performing Consumer insights management analysis, share outcomes and act on findings
Actively contributes to CRM priorities and contact strategy by activation all Consumer Care touchpoints
Developing and implementing customer service projects
Acting as key point of contact for CRM and Marketing
Closely cooperating with global Consumer Care and Experience functions
Interacting regularly with other teams to understand and execute tactical and strategical tasks in Consumer Care
You are a part of
The Consumer Experience in Consumer Care function is critical to achieving Philips objectives around best in class consumer service experience across all touchpoints, its further development and growth of the database.
Philips Personal Health sector is dedicated to responding to the consumers’ aspirations all over the world. With the aim of improving their health and well-being.
Our unique competitive advantage is the combination of our powerful global brand, our insightful understanding of people, our extraordinary competence in technology and design, and the many synergies with our channels, partners and supply chain. For us, technology is not produced for technology’s sake. We are taking the consumer lifestyle much further, making home life more enjoyable and reflecting the consumer’s holistic interest in better well-being.
To succeed in this role, you should have the following skills and experience
Minimum of 3 years of relevant experience with background in customer service (non-technical support)/CRM
Solid communication skills, written and verbal
Ability to multi-task and execute tasks within a deadline oriented environment
Project management skills
Consumer Experience measurement and analytical tools practical knowledge
Extremely consumer oriented
In return, we offer you
A path towards your most rewarding career. 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.
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