Philips Lighting is the global market leader in the lighting industry, with recognized expertise in the development, manufacturing and application of innovative lighting solutions. We offer our expertise, depth and reach across the entire lighting value chain to improve and simplify the work of our professional partners wherever our knowledge and reach can create value for them. From LED light sources to the increased role of controls to all-inclusive tailor-made solutions.
At Philips Lighting, currently a stand-alone Lighting company within the Royal Philips Group, our contribution to that mission finds expression in our ambition to continue “enhancing life with light” by using the power of light to improve people’s lives and make a positive difference, bringing new benefits to customers, new levels of energy efficiency and amazing new lighting experiences.
Your role:
Philips challenges you to drive customer experience leadership through provision of proactive, painless, personal and effective services & support.
Responsibilities:
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Efficiently manages product recalls
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Manage local 3rd party network to provide services to customer
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Ensures timely and correct execution of solving complaints by Field Support Engineers
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Improves functional excellence of customer service in the market
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Ensures efficiency and cost-effectiveness of Customer Services in market
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Manages the Customer Services function's cost in line with Market AOP
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Feedback voice of the customer in the value chain to improve products, systems and services
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Develop and ensure high level of functional capabilities of customer service employees
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Manages pipeline of talents for the Customer Service function
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Vendor cost management
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Customer Services process management
We are looking for a person who fits the following requirements:
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Graduate with Bachelor or master degree in Business or Engineering
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Fluent English (both orally and in writing)is a must
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5+ years of relevant experience in customer services
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3+ years of relevant of experience in change leadership roles
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3+ years in improving services through LEAN, 6Sigma or equal
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3+ years of experience in the practical use and implementation of customer service tools
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3+ years in LEAN, 6Sigma or equal incl. customer journey mapping
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3+ years of project & service management experience
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3+ years of demonstrated ability to influence and lead successfully in a complex, fast-paced, matrix- reporting, multi-cultural environment
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3+ years of direct people management
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Strong communication skills
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Focuses on customers
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Deep listening
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Understands Technology/Software & Connectivity domains