Customer Care Representative

Customer Care Representative
12 months

candidates should be ok with any of the three shifts

Customer Care Representative 

Our Contact Center is operable 
24 hours a day, 7 days a week 
schedules can be anywhere within that time frame. 

As a primary point of contact for our internal and external customers, we are highly focused on improving the quality of patients’ lives by quickly connecting care providers with solutions. We continuously strive to be an essential part of the Philips experience by providing an extraordinary customer experience through an energized and inspired team. As a Customer Care Representative working in our solutions center environment, you will provide the customer with a personalized experience by thoroughly and efficiently gathering customer information, documenting the customer needs, and educating the customer where applicable regarding their support entitlement. 

Job Description 

An ideal candidate for this role will be an expert in delighting our customers and will possess the Heart and Commitment for assisting people with a proven record of delivering world-class customer support. 
Successful candidates will possess the following highly desired qualifications: 
 Demonstrated integrity and commitment to customer satisfaction and a passion for excellence while servicing customers 
 Basic knowledge of the healthcare organization, products and/or services 
 Superb organizational skills and attention to detail 
 Works well under pressure and able to operate in a multi-tasking environment 
 Strong communication/listening skills with a positive "can-do" attitude 
 Proficient in computer skills and programs 
 Typing speed of 60+ WPM 
 Experience in Healthcare environment preferred 
Customer Support 
 Provides world class customer support via multiple channels to internal and external customers 
 Takes a proactive role in personally owning and continuously improving the customer experience 
 Provides initial response for technical and Clinical support, Parts ID, Field and Bench Repair teams 
 Reconfirms customers’ needs by asking probing questions 
 Performs self-monitoring of individual calls to ensure you are providing the highest level of world class customer support 
 Uses knowledge, tools, and applications simultaneously to quickly connect care providers with solutions 
 Responsible for verification of, and correct documentation relating to internal/external customers request for service 
 Understands the relationship between individual performance and customer expectations 
 Demonstrates exceptional soft skills in every customer interaction by conveying a positive attitude 
 Proactive observation of internal processes submitting suggestions that will result in an positively enhanced customer experience 
 Ability to quickly adapt to change or unfamiliar situations in a dynamic setting 

Job Knowledge, Metrics and Business Results: 
 Service Level Agreement 
 Utilization of Remote Support Engineers 
 Adherence to work schedule 
 Team Customer Satisfaction 
 Individual Quality Monitoring 
 Training Compliance 
 Adherence to internal processes 
 Functions as an active member of the team and shares knowledge and experience to resolve customer issues 
 Active participation as a team member 
 Communicates with and helps others resolve issues 
 Shares knowledge/expertise with the team 
 Assumes additional responsibilities to help the overall success of the team 
 Viewed by co-workers as an accessible and dependable resource 
 Takes ownership and displays a positive attitude 
 Eager to win by taking an outside in perspective to serve our customers 
 Team up to excel by being willing to learn, able to improve and open to develop 
Job Performance: 
 Handles all calls in a timely manner 
 successfully completes required training and demonstrates an understanding of that training. 
 Problem solving skills and resourcefulness 
 Professional development (including quarterly self-evaluation and development plans) 
 Timely and successful completion of assigned projects 
 Participates in cross-functional activity (as needed) 
 Fulfills all designated training requirements 

Customer Care Representatives must be available to work a variety of schedules which include days, mid-days, weekends and holidays.

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