Customer Support Officer

The Customer Service Officer at Philips is responsible for managing a high volume of customer inquiries across multiple channels, including sales and technical questions. This role involves creating and managing service work orders, documenting customer interactions, and providing advanced troubleshooting. The officer determines case priority, verifies contract entitlements, and creates service quotes for non-contract customers, ensuring world-class customer support and positive outcomes.

Must Have

• Handle a wide range of customer inquiries
• Manage high-volume inbound calls
• Create and manage service work orders
• Capture and input relevant customer information
• Determine case priority and verify contract entitlement
• Provide world-class customer support via multiple channels
• Analyze and resolve complex customer issues
• Ensure documentation of all customer interactions
• Provide advanced troubleshooting support
• Review and validate service orders
• Vocational level education or bachelor's degree
• 2-3 years of professional experience in Customer Services or Customer relations
• Fluent in English and local language

Job Description

The Customer Service Officer is responsible for handling a wide range of customer inquiries while working under general supervision. The role manages high-volume inbound calls while determining the best course of action to ensure positive outcomes. The role involves creating and managing service work orders by capturing and inputting relevant customer information into the system. The role determines case priority and verifies the customer's contract entitlement. The role creates service quotes for non-contract customers and directs non-supported customers to the correct destination.

Your Role:

• Addresses a broad spectrum of customer inquiries, including both sales-related and technical questions, by delivering tailored and effective solutions, working under general supervision.
• Provides world-class customer support via multiple channels to internal and external customers.
• Receives customer requests by telephone, instant message, email, mail, and analyzes requests and provides requested information.
• Analyzes transactions, corrects records, adjusts errors and is responsible for verification of and correct documentation related to internal/external customer requests for service.
• Analyzes and resolves complex customer issues, gathering relevant information and identifying the best course of action to ensure a positive outcome.
• Handles the creation and management of service work orders, collaborating with technical teams to keep customers updated on their service progress.
• Ensures documentation of all customer interactions, capturing essential details of inquiries, complaints, and resolutions in the system.
• Provides advanced troubleshooting support, guiding customers through complex technical problems and escalating to higher-level support when necessary.
• Works within established service guidelines while adapting strategies to meet unique customer needs, balancing compliance with personalized service.
• Reviews and validates service orders and customer requests to ensure completeness and accuracy before they are processed.
• Gathers and assesses customer feedback, using insights to inform product development and enhance the customer experience.
• Leverages advanced support tools and systems to manage customer cases efficiently, ensuring quick and effective resolution of issues.
• Calibrates and verifies the functionality of equipment as part of troubleshooting processes, ensuring accuracy and reliability in performance.

You're the right fit if

• Vocational level education or bachelor's degree
• 2-3 years of professional experience in Customer Services or Customer relations, administrative roles.
• Collaborative approach, able to work with multiple stakeholders
• Strong organization skills
• Good customer service and communication skills would be welcome
• Fluent in English, verbal and written in addition to local language
• MS Office programs

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

Indicate if this role is an office/field/onsite role.