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Job Description
Job TitleCustomer Service ManagerJob DescriptionIn this role you have the opportunity to:As a positive confident individual you will drive positive care experiences pre & post sales through the Consumer Driven Care Journey (CDJ). In your role you will have full vendor management of the Consumer Contact Center and Social Care Agency in Dubai ensuring quality of performance is in line with challenging financial targets and service level agreements.You are responsible for:Contact Center Management - their KPI performances & cost metricsSocial Care Management – their KPI performances & cost metricsContinuous Improvement of the ideal consumer experience across all consumer touch points driving higher NPSManage the pillars monitoring and moderation for rating and review management for the Middle East in close collaboration with the Online marketing managerPerformance management & run consumer analyses from contact center data, social care data, ratings & reviews, social media reports, consumer research, demo’s, marketing activation in a continuous cycle & build a consumer database (CRM) to drive improvements across CDJHandle Consumer Complaint escalationsYou are a part of:The whole MET Consumer Engagement team where your role reports to the Senior Consumer Engagement Manager MET. You will have the opportunity to Interact with ME Marketing Managers, Trade Shopper Marketing Managers, Digital Marketing team & Functional reporting link to the Global Consumer Experience TeamTo succeed in this role, you should have the following skills and experience:Customer Service experienceMarketing ExperienceExcellent interpersonal and communication skillsAbility to work under own initiative but operate as part of the wider Consumer Care teamFlexible with a positive ‘can-do’ attitudeAbility to follow through processes and good attention to detailAbility to identify issues and propose solutionsGood project management skills, for both long and short term improvementExperience of contact center management and metricsWhy Should you join Philips?Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.ContactIf you forgot your password, you can click the Forgot Password button on the Sign In screen to reset it. In case of technical difficulties, please send an email to careersite@philips.com.
(Note: To ensure fairness and legal compliance in our recruitment processes, only technical issues will be monitored through the above inbox. Please do not submit resumes or applications to this email, as they will not be reviewed. Only applications received through the online application process will be considered.)

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Desired Skills and Experience


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Job Responsibility
Contact Center Management - their KPI performances & cost metricsSocial Care Management – their KPI performances & cost metricsContinuous Improvement of the ideal consumer experience across all consumer touch points driving higher NPSManage the pillars monitoring and moderation for rating and review management for the Middle East in close collaboration with the Online marketing managerPerformance management & run consumer analyses from contact center data, social care data, ratings & reviews, social media reports, consumer research, demo’s, marketing activation in a continuous cycle & build a consumer database (CRM) to drive improvements across CDJHandle Consumer Complaint escalations

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