Customer Care Process Excellence Lead

1 dag geleden

Amsterdam, Noord-Holland, Nederland Philips Voltijd

Transform the customer experience at Philips, a leading health technology company, as a Consumer Care Process Improvement Specialist. With a focus on process excellence and innovation, you will drive meaningful improvements to our care-related processes, training, and tools.

About the Role

In this dynamic role, you will contribute to the transformation of our customer care operations by designing, deploying, and improving processes to enhance the customer experience. Your expertise in process improvement, AI integration, and Salesforce Service Cloud will help us streamline our care platforms, reduce manual work, and improve operational efficiency.

Key Responsibilities:
  • Lead process improvements in Salesforce Service Cloud and enhance agent experience.
  • Implement automation and AI-driven solutions to optimize workflows in technical product and e-commerce service support.
  • Collaborate with cross-functional teams to align care processes with customer satisfaction goals.
Your Profile:
  • Proven experience in process improvement within customer care.
  • Familiarity with Salesforce Service Cloud and interest in AI and automation.
  • Strong problem-solving skills with a growth mindset and eagerness to test, learn, and grow.
  • Ability to focus on broad solutions instead of just optimizing existing workflows.
  • Ability to bridge the gap between different departments, ensuring alignment while fostering an environment where differences can be resolved constructively.
What We Offer:
  • A dynamic, fast-paced environment with opportunities to learn and innovate.
  • A supportive team that values collaboration and continuous improvement.
  • The chance to shape the future of customer care at Philips through process improvements, AI integration, and enhanced agent experiences.

We are committed to providing a competitive salary and benefits package. Based on industry standards and location, we estimate the annual salary for this role to be around €80,000 - €110,000, depending on experience. In addition to your salary, you will also receive a range of benefits, including comprehensive health insurance, retirement plans, and generous paid time off.

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