Philips Healthcare is continuously improving the quality of people's lives through our innovative developments across our broad range of Imaging, Information and Monitoring systems. The Healthcare sector will challenge your thinking, develop your professional skills and bring you into contact with people who share the same commitment to simplicity and world-class service.
We are currently seeking a committed and effective team player to join our Healthcare Customer Care team. This role is responsible for the timely management of customer inbound calls, service parts orders and remote assistance requests within the service level policies & time frames.
You will have the opportunity to work with diverse commercial stakeholders i.e. Account Managers, Service Operations and Finance as well as external vendors to manage customer requests.
Manage all inbound calls and process customer service requests within the required service levels and time frame
Manage workflow and escalation processes to ensure schedules for corrective maintenance jobs are actioned in an efficient manner
Create appropriate service alliances with Customers, District & CS Operations teams and internal support functions to provide and ensure consistent customer satisfaction
Ensure necessary customer requests and deadlines are being managed in a timely and effective manner to enhance overall customers' experience
Display excellent teamwork attitude with cross functional team members to achieve best possible outcomes for our customers and the business
Upkeep and maintain good working product knowledge of all modalities and segmentation
Required experience and skills set:
Minimum of 3 years' of relevant experience within a fast paced service environment
Proven record of excellent customer service skills preferably in related sectors
Good working knowledge of SAP, Clarify or similar CRM Tool will be highly advantageous
Possess good attention to detail, accuracy and an eye for inconsistency
Have the ability to effectively prioritise and multi-task in a project driven and fast paced commercial environment
Possess good multitasking skills and proactive work attitude
Have the ability to work both independently and within a team in a matrix organization
This role reports into the Customer Support & Forward Logistics Manager, ANZ and will be based in Philips North Ryde office. We offer a competitive salary, on-going training and development opportunities, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.