Contact Center Manager 50

IMAGE Your Challenge The Customer Care Centre Coordinator is responsible for executing all operational activities for call management short term planning and resource dispatching in the District ensuring maximum customer satisfaction. Your Key Responsibilities · Answer customer calls and register them in the service management system · Check entitlement of the customer and determine the routing of the customer call depending on the customer’s request and contract obligations · Ensure entitlement for service delivery upon ordering or planning and initiate Time Material quote or proper authorization if necessary · Assign and dispatch Field Services Engineers FSE’s to service orders if necessary based on the advice of the FSE Tier 2 engineer Technical Support Specialist TSS or Service Delivery Manager SDM · Inform Customers and other stakeholders about the status of a call and the planned follow up like FSE visit or Spare Part delivery or other planning depending on the call type · Ensure proper follow up on each call by tracking and managing the progress of the customer call and escalate if service levels are in danger · Initiate spare parts orders with CS Logistics according to feedback from FSE Tier 2 engineer Technical Support Specialist TSS or Service Delivery Manager SDM · Coordinate the planning of FSE with the delivery schedule of spare parts as received from CS Logistics Initiate track coordinate Customer Feedback and inform stakeholders · Follow all relevant business and QR policies and procedures and when requested participate in reviews and followup actions Your profile · Vocational level education or equivalent · Experience in Customer Services or Customer relations · Fluent in English verbal and written in addition to local language · Arabic is a plus ContactJoyce Hoornik 971 55 3004802 Philips

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