Customer Service Representative

6 months ago

Sydney, Australia Philips Full time

**Job Title**: Customer Service Representative

Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2030. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems. With nearly 80,000 employees working in 100 countries, we are committed to helping create meaningful moments of care, whether in the hospital room, the living room or the boardroom.

We currently have a full-time position for a **Customer Service Representative** role under our SRC Team in North Ryde.

This role will be directly reporting to the Supply Chain Manager for SRC ANZ.

**In this role, you have the opportunity to**:
Tend to patients' and partners' requirements through proficient, helpful, and consistently high-quality service.

This role’s objective is to ensure maximum customer satisfaction by delivering a consistent, positive interaction between Philips Sleep and Respiratory Care and patients and partners.

This role will also require attention to detail, time management skills, problem solving ability and interpersonal skills to assist our Sleep and Respiratory Care team in the pursuit of best customer service and business growth.

**You are also responsible for**:

- Manage inbound phone calls/inbound tickets on various inquiries to achieve agreed SLA’s
- Processing Customer Orders and will be working with Supply Chain Team, Warehouse and engineering team
- Troubleshoot patient queries with efficient redirection to local Healthcare Provider if required
- Communicate clear and easily understandable information to patients or partners, aiming to effectively address their issue.
- Investigate complex ordering and mis-delivery issues before taking action to ensure correct steps followed
- Escalate complex product and clinical queries to the relevant Product Manager
- Use provided resources to accurately answer patient and partner enquiries
- Creating work instructions with the Supply Chain Manager SSRC ANZ

**To succeed in this role, you will bring the following skills and experience**:

- 1-2 years’ experience in Customer Service Support and/or Shared Services
- Good team player with strong interpersonal skills as well as an effective communicator (both verbal and written)
- Ability to demonstrate solid organizational and time management skills to enable proven quality customer service and business efficiency
- Ability to work in a fast-paced environment
- Detailed, Highly Organized and Meticulous
- Must have a problem-solving mindset and enjoys learning
- Passion for providing innovative solutions, support, and exceptional customer experience
- Proficient in Microsoft office and Outlook tools
- Excel skills highly regarded

**Why 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 2.5 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.
- We’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply. _

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