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

  • Bachelor's degree

  • 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