Sleep Support Assistant

Job Description

The Sleep Support Assistant is responsible for providing patient support via telephone and email. Working under general supervision. The role requires keeping a detailed record of inbound / outbound communications and the accurate documentation of telephone/email support interactions. The Assistant must efficiently handle multiple tasks, showcase a caring and professional manner, whilst effectively prioritize responsibilities. The role also includes various administration duties.

Your role:

• Redirects telephone contacts or written inquiries to appropriate personnel by meticulously assessing the nature of each inquiry, considering its technical complexity, urgency, and departmental responsibilities.
• Answers non-technical questions regarding company products, utilizing comprehensive knowledge of product specifications, features, and benefits to deliver accurate and helpful responses that address customer inquiries effectively.
• Coordinates various tasks effectively, demonstrating proficiency as a skilled worker, while prioritizing and managing multiple responsibilities concurrently, working under general supervision.
• Provides valuable inputs to support in the renewal of product telephone support processes, contributing to the enhancement and optimization of customer service procedures.
• Executes assigned tasks professionally, ensuring adherence to quality standards and meeting established deadlines consistently, demonstrating reliability and commitment to excellence.
• Offers guidance and support in the implementation of less complex world-class product telephone support processes, fostering improvement and excellence in service delivery.
• Operates within defined procedures, methods, and techniques, demonstrating experience and resourcefulness in problem-solving and decision-making.
• Maintains a log of incoming hotline contacts and records telephone support interactions with high accuracy, ensuring thorough documentation for effective follow-up and resolution.
• Maintains transparent communication channels with internal stakeholders, providing regular updates on support activities and performance metrics.

You're the right fit if:

• Minimum required Education:

High School Diploma, Vocational Education or equivalent.

• Experience with updating IT systems
• Knowledge of Excel

Preferred Skills:

• Troubleshooting
• Customer Relationship Management (CRM) Software
• Documentation & Reporting
• Customer Response Management
• Customer Service Software
• Quality Specifications
• Telephonic Systems Management
• Digital Literacy

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business

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• Discover our rich and exciting history

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• Learn more about our purpose

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If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here

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About Philips UKI

In the UK, we are recognised as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment. We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability.

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.

For more information, read our Inclusion and Diversity Policy and, to know more about your Human Rights, we encourage you to view this report

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About Us

At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life.

For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health.

Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.

It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism.

To ensure reasonable accommodations 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.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

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