Senior Consumer Care Specialist
16 zile în urmă

Job Description

Key Areas of Responsibility :

  • Vendor Management - coordinate service network activities across SEE, contributing to the improvement of performance of Authorized Service Network.
  • Strategic objectives & Quality management and monitoring
  • Contributes to strategic plans; prepare and complete action plans
  • Forecast requirements; budget, targets & analyze variances; initiates corrective actions
  • Lead the entire complex process of returns and exchange products via internal Philips tools and directly via commercial partners for Romania
  • Support pre- sales and after-sales activities, based on legal requirements
  • Assure that the company policy is accordingly with domestic and European provisions and regulations as well as consumer legal rights;
  • Trade customer relationships across SEECoordinate service and claim handling-related area of trade customer relationships in alignment with Sales and Consumer Care teamsPrepare and implement consumer care regional and local projects and activities (e.
  • g. Commercial Policy Service catalogue, Front End Filtering etc)

  • Ensure a smooth consumer service delivery including support for Call Center and Social Care project management & monitoring activities
  • Integrate voice of customer (VOC project) across product, marketing and consumer care activities
  • Identify the improvement and development opportunities in Consumer Experience area
  • Qualifications and skills :

  • University graduate;
  • Minimum of 3 years of documented record of experience with background in customer care / operations area (vendor management, customer service operations), preferably in multicountry environment and with budget responsibity
  • Microsoft office Excel (advanced) and Power Point is a must
  • Project Management practical knowledge and skills
  • Aware of privacy rules / Customer care legal implications
  • Experience in process documentation / Service design / process designer is a plus
  • SAP is a plus
  • Fluent English, Romanian
  • Specific Behaviours :

  • consumer focused approach
  • good listening and communication skills
  • attention to detail - very good analytical skills
  • determination to see a project through / decision making
  • ability to multi-task and execute tasks within a deadline oriented environment
  • flexible in order to adapt to changing needs and balance multiple
  • problem-solving & conflict management skills
  • works with deadlines and budget
  • a team player strongly collaborative within all levels of the business
  • 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.

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