Your Responsibilities:
-Make Sure Call taker team can finish call handing process with high quality.
-Monitor/coaching the performance of call taker.
-Make sure call taker team can courteously answer and process customer service requests and produce work orders within the required service levels.
-Good working knowledge of SAP to provide help to call taker for raising work orders for service requests， Monitoring and escalate work orders until engineers accept assignment.
-Monitor， by reports， any work orders not assigned .Work with CSM in each state for call escalation of unassigned work orders.
-Collect date from SAP to provide necessary Report to CS team
-Create appropriate service alliances with customers， engineers， state managers， suppliers and support functions internally with a view to maintaining customer satisfaction.
-Display excellent teamwork attitude and apply interpersonal skills with team members and other employees.
-Maintain good working product knowledge of all Philips Modalities.
-Company knowledge of processes and procedures.
-Internal and external Training Courses may be conducted – attendance will be required.
Your Profile:
-University degree education background major in International Trade， Accounting or Economy
-5 years of work experience in a fast paced technology industry
-At least 3 years of customer call center operation leader experience
-Strong communications and presentation skills
-Team Player as supervisor of a matrix-structured organization
- Strong sense of “Customer Service” principles
- Experience in a continuous improvement environment
- Experience in Healthcare industry Call Center operation
- Excellent communication skills
- Good Interpersonal skills
- Ability to effectively prioritize
- Ability to Multitask
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