Customer Care Officer

1 week ago


Subang Jaya, Selangor, Malaysia Philips Full time
Job Title: Customer Care Officer

Philips is a prominent player in health technology, dedicated to enhancing numerous lives globally and striving to foster a healthier and more sustainable world through innovation. Driven by the aspiration of a brighter future.

However, it's not just about our actions, it's about our identity. We consist of 80,000 exceptional individuals, united by a strong sense of purpose and an unwavering commitment to meeting our customers' requirements. This is what motivates us to develop impactful solutions - those that truly make a difference - especially when it's crucial.

The world and the demands of our customers are evolving rapidly, and while we take pride in our current achievements, we understand there's more we can accomplish.

This is why we need you, to assist us in addressing the increasingly intricate challenges posed by the ever-changing health and well-being needs.

In this position, you will be responsible for steering pricing, revenue optimization, and top-line growth of customer services in the zone by serving as a business partner to the customer services commercial leader and upholding the Commercial Policy.

You are responsible for
  • Log call (incidents in Service max System) and order parts when necessary.
  • Validate the accuracy of customer entitlement, coverage, and exclusions. (Initiate Quotation request if spare part entitlement is lacking).
  • Ensure the quote provided to the customer is precise.
  • Ensure T&M invoice aligns with the actual service rendered.
  • Proactively engage customers for feedback on the Quotation sent to obtain the PO.
  • Ensure the terms and conditions of the quote comply with legal standards.
  • Timely provision of quotes to customers.
  • Ensure service delivery is expedited once the customer accepts the quote.
  • Collaborate within the customer services department.
  • Review and address exception handling for customer cases/work orders to ensure timely completion within SLA.
  • Collaborate with the Contracts Team for accurate cost allocation.
  • Direct Overdue Cases/Work orders to the appropriate department for follow-up.
  • Rectify Incomplete Cases by rectifying errors within the WO's for seamless integration with financial procedures.
  • Enhance internal processes to hasten call closure, minimize defects, and showcase successes.
  • Resolve invoice discrepancies alongside the Accounts Receivable team.
  • Issue T&M and Contract invoices.
  • Generate credit notes and perform necessary rebilling to address timely payment disputes.
  • Ensure all tasks adhere to our Process and meet KPIs.
To excel in this role, you'll need a customer-centric approach and the following
  • High school diploma or equivalent
  • Proficiency in Lean, daily management, or equivalent necessary
  • Prior experience in billing administration, accounting, or quotation role is advantageous
  • 12 years of relevant experience
  • At least 6 months of previous experience in a similar role
  • Process and continuous improvement mindset
  • Certification in LEAN Advanced or equivalent
  • Self-motivated with the ability to take charge and multitask in a dynamic and demanding setting
About Philips

We are a leading health technology organization. We have established our entire company on the belief that every individual is significant, and we will not rest until everyone, everywhere, has access to the quality healthcare we all merit. Contribute to the work that can impact lives profoundly.

  • Explore more about our business
  • Uncover our rich and fascinating history
  • Learn further about our mission


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