In this role, you have the opportunity to
to be the first point of contact for external and internal customers. at Philips Respironics Customer Service Complaint Handling team
Shift: 9:30 am to 6 pm Monday thru Friday
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.
The ability to perform all accountabilities of Customer Service Representative, in addition to developing an understanding of the RI service centers’ processes
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.
You are a part of
Philips Respironics Customer Service Complaint Handling team.
To succeed in this role, you should have the following skills and experience
Associates degree in a business discipline or equivalent work experience. BS/BA degree preferred.
HS or GED required
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 path towards your most rewarding career. Philips is growing its capability enterprise wide... 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, 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 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 .
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.