Hiring Manager: Operations Manager, Personal Health Thailand
Location – Bangkok, Thai Summit Tower
To ensure the our consumer at all levels and trading partners are delighted in their experience with Philips
Develop and implement Consumer Experience/Engagement strategy
Regularly review consumer driven journey and come up with consumer care strategy to ensure best experience in all consumer touch points
Develop digital consumer care road map and implementation plan
Support Call Center operations for education, product knowledge/ quality and handle escalations
Capture consumer feedback from all touch points and use problem solving to close any gaps
Work and Marketing team to offer CRM to consumers
Consumer Experience – Take ownership of the consumer experience through the complete consumer journey, including the call center experience, ASC look & feel and the support section of our websites.
NPS Management – (NPS = Net Promoter Score) Take ownership of the Consumer Experience by Facilitating NPS / SMS surveying and the management of the NPS Surveyors for all the required touchpoints, meeting the agreed monthly targets. Also evaluate the results, and make recommendations on how to improve the consumer experience.
NPS Management- Doing a call back to consumers whom scored us a Detractor & Passive NPS score to understand on their recent experience & addressing their concerns
NPS Management- Based on consumer’s verbatim, to work on the areas of improvements with the respective teams at the Contact Centre or Service Centre
NPS Management - Perform customer satisfaction follow-up survey and provide detailed analysis to Consumer Care Manager
Call Centre Management – To ensure call centers are providing the best possible consumer experience to meet our business objectives. Also closely monitoring the call center costs.
Call Centre performance – Closely monitoring the call centers’ performance to ensure the best possible service is provided, through regular call listening and a systematic root cause analysis to drive improvements.
Complaint Management / Escalations – Demonstrate excellent problem solving skills in resolving customer complaints / enquiries quickly and efficiently. Respond to all escalations within 24 hours and resolving complaints within 5 working days.
Call Center Training – Conduct call center training as required and facilitate technical, safety and consumer law training as required.
CRM – To ensure the database quality for all touch point to offer CRM to consumers
Digital and social media – To design and implement effective way to collect consumer information digitally and to utilize social media platform for consumer engagement
Bachelor of Arts or Science or Diploma of related fields
At least 3 year experience in Consumer experience with retail or Call Center
Ability to perform under pressure
Good trouble shooting / problem solving ability
Ability to work independently and without supervision
Excellent English and Thai skills, both verbal and written
Proactive positive attitude - Team player, can do attitude
Strong Influencing skills
Digital knowledge (i.e. consumer database, CRM)
Functional understanding in the areas of Consumer Care, Call Centers & Social media
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 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 page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .