Customer Care Center Manager m/f

Philips Austria GmbH
  • Wien
  • Vollzeit
  • Berufserfahrung
  • 14.3.2018

Customer Care Center Manager AT m/f

Job Description

In this role, you are a part of the Health Systems Organisation in Austria in the area of Customer Services. Customer Care is in a changing role. On the one hand the digitalization influences the customer's behavior, on the other there is the opportunity to make Customer Expectation and Services a positive experience. Solely technical support is developing into the direction of marketing, as a consequence our support needs to change as well. The Consumer Care Team Austria is responsible for all support activities and contacts via our Contact Center.

You are responsible for:

  • Process management
  • Ensure the compliance to the defined Customer Care Center processes together with the team
  • Ensure that the defined service levels with customers are met
  • Manage the corrective maintenance process on a daily bases
  • Ensure that customer phone call are pick-up in time
  • Ensure that the agreed reaction time is reached
  • Manage the activities on the response center / helpdesk
  • Manage the work in progress and the timely closing of service work orders
  • Manage the Logistics escalations for spare parts and tool & test equipment
  • Improve the processes by communicating process ideas to the GSSi process owner and to implement defined process improvements
  • Logistics, Installed Base/Master Data, FCO
  • Contact person SRRQ Golden Gate
  • People management
  • Coach the employees of the Customer Care Center, Logistcs, Installed Base, Golden Gate
  • Set the priorities for the employees of the Customer Care Center
  • People management, including selection, development, goal setting and performance management. Ensure overall high level of talent and engagement levels
  • Quality & Regulatory
  • Take all necessary actions, including the deployment of team objectives, to ensure full compliance with all Business and Q&R policies and procedures. Conduct reviews with the Q&R organization and lead the implementation of improvement actions to ensure that the relevant part of the quality system meets internal requirements and the standards & regulations stipulated by applicable external bodies

To succeed in this role, you should have the following skills and experience

  • Ability to motive and lead, even without direct leadership
  • High level of motivation
  • Good cross functional teamplayer within international structures
    • 3 years of work experience in marketing, sales and services
  • Excellent communication skills
  • High level of process understanding and analytical thinking
  • Excellent MS Office knowledge
  • Proactive way of working, even under difficult circumstances

In return, we offer you attractive career opportunities in an international organization as well as various social benefits. You will be part of a passionate team and contribute to deliver innovation that matters.

The minimum yearly salary is equal to EUR 43.022.- / gross with willingness to overpay. The actual annual income is commensurate with the market, your qualifications, and experience.

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. Learn more by watching this video.

To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.


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Philips Austria GmbH

Elektronik, Automatisation
501+ Mitarbeiter

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Philips hat in Österreich eine lange Tradition. 1926 fasste der niederländische Konzern mit einer Vertriebsgesellschaft Fuß. Heute ist Österreich für Philips nicht nur ein interessanter Markt, sondern ein wichtiger Hightech-Standort mit Kompetenzzentren von globaler Bedeutung. Philips beschäftigt in…

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