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Customer Service Agent
1 month ago
Job title:
General Sales Support
Your role:
- Take a high volume of inbound customer calls and provide accurate, satisfactory answers to queries and concerns.
- De-escalate situations involving dissatisfied customers, offering assistance and support towards an acceptable resolution following policies & procedures. Escalate customer interactions when appropriate to Customer Service Agent Level 2 or Team Lead.
- Effectively use CRM system and other applications to track call related information for auditing and reporting purposes (call notes/conversation, order, return, exchange, etc....).
- Place orders for customers accurately and efficiently utilizing our order entry tool/application. Upsell if applicable.
- Process account payments & credits when applicable. Process warranty claims for product return for exchange or refund.
- Build a strong internal network to support the efficient delivery of value to our customers, execute deals and resolve customer issues.
- Contributes to team effort by accomplishing related results/KPIs as needed.
- May be required to work overtime based on business requirements.
- Responsible for logging into a phone queue and adhering to a shift start, break and lunch schedule.
- Accountable for Customer Satisfaction Survey scores/NPS.
- Hybrid way of working
You're the right fit if:
- You have a Bachelor's degree or equivalent combination of education and experience
- Excellent interpersonal and communication skills
- Possess a very strong phone presence for taking inbound calls and making outbound cold calls as well as collaborating with internal stakeholders
- Ability to apply persuasive selling skills via telephone to address customer needs
- Determine customer's requirements and recommend Philips solutions & services.
- Presentation, Planning, and Organizational skills.
- Experience using CRM tools such as Salesforce or equivalent helpful but not necessary
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.
Additional Information
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Nashville, TN.
This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.
Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.
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