CSA and Long term planner

Job Summary:

The Customer Service Agent is responsible for handling a wide range of customer inquiries while working under general supervision. This role manages high-volume inbound calls while determining the best course of action to ensure positive outcomes. The role involves creating and managing service work orders by capturing and inputting relevant customer information into the system. The role determines case priority and verifies the customers contract entitlement. The role creates service quotes for non-contract customers and directs non-support customers to the correct destination.

Job Responsibilities:
u2022 Responds promptly and courteously to customer inquiries across phone, chat, email, and other channels to ensure a positive experience, working under general supervision.u2022 Provides initial troubleshooting assistance to customers, helping them resolve equipment or service-related issues using established procedures.u2022 Investigates and analyzes customer complaints to determine root causes and offer effective solutions.u2022 Records details of customer interactions, including inquiries, complaints, and resolutions, in the system.u2022 Assists customers with processing service requests by coordinating with internal teams to ensure their needs are met.u2022 Verifies and updates customer information in the system to maintain accurate and reliable records.u2022 Identifies issues that require escalation and ensure they are communicated to the appropriate team members for further action.u2022 Follows established procedures and guidelines to ensure consistency and compliance in customer interactions.u2022 Identifies recurring customer issues and suggest process improvements to better address their needs.u2022 Aids in the installation and upgrading of software or hardware components as necessary, following detailed instructions to ensure proper configuration.Preferred Education:
Associates Degree or higherPreferred Experience:
Minimum 1-3 years of Customer Service or Call Center experience experience working in a corporate environmentPreferred Skills:
u2022 Data Analysis & Interpretationu2022 Root Cause Analysis (RCA)u2022 Troubleshootingu2022 Microsoft Officeu2022 Data Entryu2022 Documentation & Reportingu2022 Administrative Supportu2022 Escalation Managementu2022 Customer Response Managementu2022 Customer Satisfaction Techniquesu2022 Customer Service Softwareu2022 Technical Support

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.Onsite roles require full-time presence in the companyu2019s facilities.Field roles are most effectively done outside of the companyu2019s main facilities, generally at the customersu2019 or suppliersu2019 locations.Indicate if this role is an office/field/onsite role.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.u2022 Learn more about .u2022 Discover .u2022 Learn more about .If youu2019re 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 .