Coordenador Serviços Clientes

Job Title

Job Description

Job Descripton

• As part of Philips Personal Health (consumer goods sector), you will work with Latam Consumer Care team in a multicultural environment for the delivery of post-sales services to consumers to support business strategies, drive consumer engagement, improve services and touchpoints across the region

Your role:

• Bring the voice of consumer into Philips through consumer feedback and insights to drive improvements in services, product quality, communication strategy/campaigns.Drive continuous improvement in Consumer Care operations in Latam.
• Be the PIP (primus inter pares) to a high-performance Consumer Care team in the different Latam markets. Interact with different internal and external stakeholders in a multifunctional environment, often leading a cooperative effort among members of a project team.
• Work with the Latam Consumer Care team in the management of 2 call centers, the regional service network, and the spare parts business, with the goal of providing consumers with the smoothest journey towards support, reducing consumer effort while optimizing processes to reduce Philips’ after-sales costs.
• Harmonize Social Care activities, NPS & R&R engagement, web self-service, online support content optimization, regular auditing of Regulatory/Certification Bodies as well as support to legal claims and recall processes across the region.

You're the right fit if:

• Previous experience in leadership positions of customer/consumer service operations, including management of contact center and service network vendors, NPS, Social Care/Engagement, field quality monitoring, budget and costs control.
• Good knowledge of Excel, Sales Force, Sprinklr, SAP and LEAN methodology is desired.
• Ability to solve complex problems and conduct in-depth analysis to translate insights into actions. Operate in complete autonomy within procedures, methods, and techniques to drive operational efficiency.
• Bachelor’s degree in business administration or marketing.
• Fluency in Portuguese, English and Spanish.

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.
• Discover our rich and exciting history.
• Learn more about our purpose.
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 commitment to diversity and inclusion here.