In this role, you have the opportunity to w ork within the customer care centre at Philips Healthcare. You will be supporting our customers with the installation, upgrades, repair and service maintenance of our healthcare equipment, often in a busy hospital environment.
We’re looking for people with a great attitude and who are passionate about great customer service.
You are responsible for
Taking receipt of customer calls via phone, web & email, then registering the calls into the service management system to establish prioritisation and next step actions
Quickly determining how to respond to a customer call, taking into consideration the customer’s request and contractual agreements
Liaising with the various functions of the customer care centre to provide the best solution that balances the customer need against the business requirements, raising the situation if you encounter problems meeting the service level agreement
Assigning and dispatching Field Services Engineers (FSEs) based on the advice from an onsite technical helpdesk, considering the FSE's location, workload, and urgency of the situation
Coordinating orders of spare parts if required and keeping the customer and engineers informed at every stage.
Ensuring that customers are aware of the status of their call and the actions taking place
Making detailed appointments for regular maintenance
You are a part of a team of six planners within the large and dynamic Philips Customer Care Centre in Guildford. This role works on a rotating shift pattern, including one weekend day every 7 weeks.
Working within the Customer Care Centre gives you excellent exposure to all aspects of the Health Systems business, from the engineers, marketers, and sales teams through to the operational teams and senior managers.
Where you take your career is up to you opportunities for the future could include engineering, commercial, or support.
To succeed in this role, you should have the following skills and experience
A resilient and confident character, with excellent problem solving skills
Prepared to take ownership of customer problems through to completion
A demonstrated dedication to satisfy customers, able to build trust and confidence
Ability to work as an individual and as part of a team
The tried-and-tested capability to handle workloads and priorities with strong organizational skills
Experience working towards pre-determined targets and timescales
Computer literacy, including experience with Excel and Word
In return, we offer you
A competitive salary
Access to private healthcare insurance and other flexible benefits
25 days holiday allowance from the beginning, plus bank holidays
Learning and Development opportunities through our Philips University
Family-friendly policies which offer enhanced maternity and paternity schemes
The Philips Employee Shop which allows employees to buy Philips products at discounted prices
Monthly activities that promote health and well-being
Social Events - a dedicated Sports & Social committee promoting a host of social events throughout the year
An Employee Assistance Program is available for all Philips employees and their families. As well as being a confidential support line, it also offers practical financial and life management advice 24 / 7 and is completely confidential
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, a flexible work schedule and access to local well-
being focused activities. Furthermore, Philips University is available to all employees for learning and development opportunities.
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.