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 :
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.