Customer Care Officer

6 months ago

Petaling Jaya, Malaysia Philips Full time

**Job Title**: Customer Care Officer

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you drive pricing, revenue optimization and top-line growth of customer services in the zone by acting as a business partner to customer services commercial leader and being a custodian of Commercial Policy.

**You are responsible for**
- Log call (incidents in Service max System) and proceed to order parts whenever required.
- Verify the accuracy of customer entitlement, what’s covered and what’s not. (Proceed to raise Quotation request if there is no spare part entitlement)
- Ensure accuracy of quote provided to customer
- Ensure T&M invoice is in line with the actual service delivered
- Proactively contact customer to get the feedback on the Quotation sent to get the PO.
- Ensure the terms and conditions of quote are compliant with legal requirements
- Ensure the quote is provided to customer on timely manner
- Ensure the service delivery is released on time when quote is accepted by customer
- Work within the customer services organization
- Check and process exception handling for customer cases/work orders to ensure completion within SLA.
- Work closely with the Contracts Team to ensure correct cost allocation
- Route Overdue Cases/Work orders to the correct department for follow up
- Resolve Incomplete Cases by correcting errors within the WO’s to ensure integration with financial processes.
- Improve internal processes to speed up call closure, reduce defects and make successes visible.
- Resolve invoice disputes alongside the Accounts Receivable team
- Issue T&M and Contract invoices.
- Create credit notes and any necessary re-billing to ensure payment disputes are actioned timely.
- Make sure all jobs are in compliance with our Process and KPIs are met

**To succeed in this role, you’ll need a customer-first attitude and the following**
- High-school diploma or equivalent
- Experience in Lean, daily management or equivalent required
- Prior experience within a billing admin, accounting, quotation role is preferred
- 1-2 years of related experience
- Minimum 6 months prior experience in similar role
- Process and continuous improvement mindset.
- Certified LEAN Advanced or equivalent.
- Self-motivated individual with the ability to take ownership and multitask in a fast paced and challenging environment.

**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.

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