Screeneo Innovation - Philips Projection
Tolochenaz, Vaud, Suisse
Screeneo Innovation - Philips Projection
Tolochenaz, Vaud, Suisse
The ideal candidate is a hands-on and analytical customer care expert who will join our management team. You will be responsible for leading the company's day-to-day customer care, after sales service and quality functions for our line of Philips-branded video projectors.
After-Sales Service
Manage our outsourced WW repair and call centers, including definition and follow up of monthly KPIs (Focus on the SLAs and accessibility of the hotline (80% service level, 95% call taking and other Philips requirements)
Training, coaching and monitoring of outsourced call center and repair center staff, including creation of handbook and FAQs guidance
Manage processes in our Zendesk contact management system, including organising tag categories, case escalation guidelines and monitoring of open ticket level
Provide 2nd level escalation troubleshooting for customer care issues
Creation and management of RMA guidelines for our distribution channel
Monitoring of social media sites and our Philips Projection community for customer complaints
Delivery of monthly’s KPIs
Communication with Philips
Coordination of WW support contact information on Philips websites
Main contact for Philips team for all customer care issues
Monthly KPIs’ reports including review with Philips Consumer Care Brand committee
Quality monitoring and reporting to Philips
Coordination with Philips social media complaint monitoring teams/systems
Review Philips Escrow Guaranty
Quality
Certifications on Products and / or New Countries – Regions and Other Regional Products’ compliances
Monitor RMA Return rate and improve Quality with Suppliers
Improvement of End-Users Satisfaction and Fidelity
Qualifications
Extensive Customer Care and After Sales Service experience
Excellent knowledge of Zendesk
Technical bachelor’s degree or experience working with consumer electronics products
Desire to learn more about our projector technology
Experience supporting crowd-funding product campaigns
English is a must, French and other languages preferred