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Customer Service Agent (Level 2) – Backoffice Administration

PhilipsJobsNA Philips

Philips is a leading health tech company, improving people’s health and enabling better outcomes across the health continuum—from healthy living and prevention to diagnosis, treatment, and home care.

Job Title
Customer Service Agent (Level 2) – Backoffice Administration

Job Description

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees may request a reasonable accommodation.Montana employees are currently excluded from this requirement at this time.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

This role is part of the Philips Customer Care team based in Nashville, TN. Primary job responsibilities are to take a high volume of inbound calls & manage multiple email escalation functional accounts to build strong customer relationships, drive revenue, and overall customer satisfaction promoting the Philips portfolio of products.

Philips is seeking high-energy, career growth-minded individuals for this exciting growth opportunity.

You are responsible for

  • Make outbound calls to customers to address escalation issues from Level 1 Customer Care agents workings towards satisfactory answers to queries and concerns
  • Take inbound customer phone calls as required
  • Strong problem solving skills and ability to research accounting & financial errors related to debits/credits. Solid knowledge of overall bookkeeping and account ledgers.
  • Responsible for managing multiple email functional accounts for efficient resolution for a variety of customer care services.
  • Assist with call routing between various phone queues.
  • Provide peer-to-peer support and coaching to Level 1 Customer Care Agents.
  • Resolves non-routine/more complex problems and communicates solutions or requested information to the customer in a timely manner.
  • De-escalate situations involving dissatisfied customers, offering assistance and support towards an acceptable resolution following policies & procedures
  • Effectively use CRM system and other applications to track call related information for auditing and reporting purposes (call notes/conversation, order, return, exchange, etc….)
  • Place orders for customers accurately and efficiently utilizing our order entry tool/application. Upsell if applicable.
  • Process warranty claims for product return for exchange or refund.
  • Process account payments & credits when applicable.
  • Responsible for handling escalated customers.
  • Utilizes established processes, policies, and tools to ensure timely effective verbal & written communications are established on all interactions.
  • Handle technical & escalated customer care inquiries.
  • Partner with Philips internal departments/resources to research and resolve credit, billing, and account information.
  • Build a strong internal network to support the efficient delivery of value to our customers, execute deals and resolve customer issues.
  • Contributes to team effort by accomplishing related results/KPIs as needed.
  • Listen to customers issues and concerns to provide a high level of customer service with each interaction (email/phone).
  • May be required to work overtime based on business requirements.
  • Responsible for logging into a phone queue and adhering to a shift start, break and lunch schedule.
  • Accountable for Customer Satisfaction Survey scores/NPS.
  • Collaborate with other call center professionals to improve overall customer service

You are part of

You’ll be part of the General Sales Support team

To succeed in this role, you’ll need a customer-first attitude and the following

  • Associate’s, Bachelor’s degree or equivalent combination and/or relevant business experience preferred
  • Desire to advance your career (sales, marketing, etc….)
  • Experience working in a high-volume contact/call center environment.
  • Handling escalated customer facing phone calls and emails.
  • Professional customer service skills (written and oral)
  • Understanding of CRMs to include internal applications/tools to document phone calls.
  • Strong PC skills, including experience using Excel, Office and Outlook.
  • Must be able to work within a Team environment, performance-based culture.
  • Excellent phone skills.
  • Peer-to-peer coaching support or guidance a plus.
  • Ability to multitask while engaging with customers on the phone.
  • Ability to determine customer’s requirements and recommend solutions.
  • Ability to use technology but not limited to Skype, Genesys, Teams, Salesforce, SAP, Microsoft suite, etc…
  • Bilingual ability to read, write, and speak French-Canadian and/or Spanish a plus

In return, we offer you

The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.

Our benefits can be found here: https://www.careers.philips.com/na/en/total-rewards-at-philips .

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

Company relocation benefits will not be provided for this position. For this position, you will reside in or within commuting distance to Nashville, TN

How we work at Philips

Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

We believe in the importance of impactful collaboration: There’s a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.

We embrace flexibility: Choosing where, when, and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams, and our customers on a case-by-case basis.

We want to be at our best: The way we work, and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

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 innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips , read stories from our employee blog , find information about our recruitment process and answers to some frequently asked questions .

Philips Electronics Ltd is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

#LI-PH1

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

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.
Equal Opportunity Employer/Disabled/Veteran

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Customer Service Agent (Level 2) – Backoffice Administration

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Philips

Philips is a leading health tech company, improving people’s health and enabling better outcomes across the health continuum—from healthy living and prevention to diagnosis, treatment, and home care.

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