In this role, you have the opportunity to
You will have primary responsibility within the Philips Respironics Customer Service Complaint Handling team to be the first point of contact for external and internal customers.
You are responsible for
Respond to a high volume of inbound customer inquiries to coordinate equipment repairs and product returns. Process complaints and order requests via telephone calls, email, and fax correspondence; facilitate problem resolution; provide information on our products and services and demonstrate our commitment to customer service by following up on customer issues to ensure superior results.
Respond to customer requests and questions regarding repairs, service, products and account information. Analyze and resolve customer concerns using established procedures.
Coordinate with manufacturing, distribution and service centers to ensure order fulfillment.
Identify, research, and solve non-standard problems through a solid understanding of our business, products, processes, and procedures.
Display a commitment to quality by following established procedures and practices; take all appropriate measures to ensure quality; search for opportunities for continuous improvement.
Demonstrate the ability to follow simple and complex work instructions, to actively listen to directions, and to perform tasks with little additional follow-up or direction.
Provide back up support to other members of Customer Service.
Examine trends and initiate improvements in order and inquiry satisfaction.
Work as a team member to satisfy all customer needs, improve call center performance, and achieve department goals.
You will demonstrate:
The ability to perform all accountabilities of Customer Service Representative, in addition to developing an understanding of the RI service centers’ processes.
A commitment to building customer relationships.
The ability to identify and meet/exceed our customers’ current needs and anticipate their future needs.
Personal accountability for one’s own actions in all situations; hold self to high standard.
The ability to communicate effectively in a highly competitive environment by conveying information in a business like format, sharing information in an articulate manner and clarifying information to ensure understanding. Must be able to multi-task and possess good communication skills operating in a fast-paced environment.
This position calls for a team player with the demonstrated ability to work with others; must also work independently with minimal supervision.
Define with their manager goals for personal and professional development.
Take accountability to execute their personal development plan to grow within current role and to prepare for future roles.
At Philips we are passionate about improving quality of life with solutions designed around the needs of customers and their patients. Innovation is driven by gaining insight to the needs of the people who use our sleep and respiratory solutions. This tradition of innovation, combined with our ability to anticipate market needs, has made Philips a global leader in the markets we serve.
Here at Philips WE ARE Working Together for a Better Tomorrow
Philips' dedication to enriching lives is reflected in our company, our solutions, and a commitment to our people. Philips products lead to improved healthcare, faster diagnosis and better patient outcomes. Philips employees change lives every day.
Enjoy endless opportunities to learn, and develop your career in the directions to which you aspire. Philips Healthcare is a place where you will work with others whose far-reaching ideas and accomplishments have impacted over 200 million lives already. Please help us determine what’s next. Your ideas and ability to deliver will help to transform the future of healthcare, and allow you to create your own legacy.
Thanks to our employees, we are at the forefront of the Healthcare industry. Healthcare providers, backed by our many market leading solutions, are able to diagnose confidently, improve care, and increase the quality of life for patients across North America each and every day.
You are a part of the dynamic team in Pittsburgh, PA
To succeed in this role, you should have the following skills and experience
EDUCATION: Associates degree in a business discipline or equivalent work experience. BS/BA degree preferred.
EXPERIENCE: 1+ years of experience in a Customer Service environment. Call Center background preferred. Telephone skills, customer service skills and conflict management skills are key. Sustained and consistent ability to solve non-routine product, repair, pricing and shipping issues as they relate to current products and customers highly desired. SAP experience a plus.
In return, we offer you
A career at Philips Healthcare affords you the opportunity to make a meaningful difference in the lives of real people by succeeding at real challenges. As a people-centric business, you’ll be challenged to understand their needs, the way they feel, and what it takes to improve the well-being of individuals and families from coast to coast
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 . 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 on our career website, where you can read stories from our employee blog . Once there, you can also learn about our recruitment process , or find answers to some of the frequently asked questions .
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.