Customer Service Representative (Complaints)

Are you experienced in customer service? We are recruiting for a short term role (6 months) working within the complaints department. If this is of interest please read on!

Philips is a global leader in health technology that makes life better for people, like you, through meaningful innovation. This position will be a part of our Philips - RDT Post-Market Surveillance group (Quality Assurance) responsible for delivering and improving customer service, reducing complexity and increasing efficiencies as the in-house team that continuously improves performance to better support our customers. We are looking to build and extend a strong team in Farnborough of passionate, inspirational, collaborative and diverse professionals that is powering excellence around the world for Philips - RDT to achieve our mission to improve the lives of 3B people a year by 2025.

Benefits:

Access to Randstad Benefits App which includes high street discounts and more
Free Parking
Clean Working Environment
Competitive PayWorking Hours and Pay Rate:

Monday to Friday (9am-5pm)
37.5 hours per week (30 minutes unpaid break per day)
GBP25k-GBP30k per annum dependent on experienceResponsibilities:

To ensure customer service best practices are used to provide professional communication between RDT Ltd and our customer base
Liaise with Philips markets, technical Support and clinical regarding customer feedback and complaints
Collect and document customer feedback and complaints and document into TrackWise
Support the complaint co-ordinators in the completion of complaint resolution and closure (liaising with teams with RDT and Philips for investigation while managing customer communications and updates as required
Assisting with the complaint review meetings to meet process KPI's and delivering customer satisfaction
Escalates issues appropriately and promptly to ensure optimum customer satisfaction.
Ensures established processes are followed and adjusted when more efficient ways of working are brought forth. Actively participate in Philips Lean culture to help drive efficiencies.
Completes all required and/or assigned training courses within established departmental time frames.
Complies with Quality Standards and Philips' standards of business conduct.
Effectively sets priorities in order to meet workload deadlines, commitments and all applicable established departmental goals.
Other duties and requirements as requiredRequirements

Bachelor's degree or equivalent combination of education and relevant business experience preferred.
2+ years of Complaints/Customer Service experience is preferred
2+ years of business systems experience (ex: TrackWise, ServiceMax, MS Office) preferred
2+ years experience working within a regulated medical business is preferred
Possess excellent verbal, written skills with the ability to communicate clearly with both internal and external customers
Ability to think critically, demonstrate "outside the box" thinking, and meet time sensitive deadlines for customers and resolution of escalated issues
Comfortable working in a fast-paced, deadline driven collaborative team environment.
Positive, self-starting, flexible and forward-thinking individual with strong organizational skills who can work both independently and in a team environment.
Complies with Philips' quality standards, business conduct, and all established processes are followed
May be required to work overtime, based on business &/or departmental needs.

If you think you tick all the boxes, why not click apply today