Customer Care Center Manager, Philips Healthcare
Philips AB / Chefsjobb / Stockholm
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hela Sverige Royal Philips Electronics of the Netherlands is a diversified health and well-being company, focused on improving people's lives through timely innovations. Philips Nordic is headquartered in Stockholm and engages approximately 1000 employees within sales and services. We are currently looking to strengthen our service organization in Philips Healthcare with a Customer Care Center Manager.
As a Customer Care Center Manager you will report to the Customer Services & Operations Director and work at our Nordic head office in Stockholm, Kista. Your will be responsible for the operations of the Nordic Customer Care Center by adhering to the defined processes and ensuring maximum customer satisfaction. You will have 20 direct reports, working on our different sites in the Nordics with the majority in Stockholm.
Our Customer Care Center is the core of the Nordic Service Organisation. This function is coordinating and leading the daily service. The Front Office part consists of Call & Dispatch and Remote Service. The Back Office consists of functions like Preventive Maintenance Planning, Upgrade Planning, Installed Base & Master data Management, Quality Assurance, Logistics and Contract Management.
Responsibilities
• Coach the employees of the Customer Care Center
• Ensure that the defined service levels with customers are met
• Manage and improve Customer Care Center processes
• Manage the Work in Progress (WiP) and the timely closing of service work orders
• Succeed the activities on the response center/helpdesk
• Take all necessary actions, including the deployment of team objectives, to ensure full compliance with all business policies and procedures.
• Lead the implementation of improvement actions to ensure that the relevant part of the quality system meets internal requirements and external standards & regulations
Job Requirements
The Customer Care Center Manager ensures high level of team work and engagement levels. You are a highly motivated, responsive professional with experience of working both independently and as part of a global team. You also have;
• University degree or equal, preferably with technical background
• 3-5 years experience in consumer services or/and customer relations
• Proven management skills in an operative role
• Excellent communications skills, both written and verbal
• Strong interpersonal skills with the ability to work independently and within a team
• Experience from Project Management, Process improvement and/or LEAN is an advantage
We want to ensure a best-in-class service delivery and recruit an excellent Customer Care Center Manager that will continue to develop and ensure a positive customer experience. You understand the importance of getting others on board and do so by engaging the team in an open and sincere way, creating positive energy on an individual and group level. You have a desire to accomplish tasks ahead of your own personal interests and feel accountable for delivering superior results. The role is very dynamic and by being resourceful and proactive you will have every possibility to excel.
We strongly support diversity in the workforce and put high value on your personality. For the right candidate we can offer excellent professional and personal development opportunities, in our Nordic as well as international markets. Please apply via
www.philips.com/career. We look forward to receive your application in english.
Publiceringsdatum2012-05-18Arbetstider och omfattningTillsvidare
Heltid
ErsättningFast lön
Så ansöker duSista dag att ansöka är 2012-06-16
Ansökan kan tyvärr inte göras via e-post.
KontaktAlexandra Strömberg,
alexandra.stromberg@philips.comFöretagPhilips AB
AdressPhilips AB
16485 STOCKHOLM
KontorsadressKNARRARNÄSGATAN 7
KISTA
KontaktuppgifterTelefonnummer: 08-59852000
Jobbnummer 1247459
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