Customer Experience Transformation Expert
3 dagen geleden
Consumer Care Experience Manager
About the RoleWe are seeking a skilled Consumer Care Process Improvement Specialist to join our dynamic team at Philips. This role involves contributing to customer care transformation, focusing on improving processes, systems, and implementing AI solutions to enhance the customer experience.
Main Responsibilities:- Design, deploy, and improve Care-related processes, training, and tools for the Philips Store, focusing on technical product and e-commerce service support for the Consumer Marketplace.
- Simplify and optimize care platforms, including integrating AI into customer care operations, streamlining processes, and ensuring accurate documentation and maintenance.
- Tackle inefficiencies in technical product and e-commerce service support by reducing manual work and improving operational efficiency.
- 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.
- 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.
$80,000 - $120,000 per year.
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