Planner Customer Care Center

Are you customer oriented and are you and amazing planner? Is juggling several different tasks and deadlines something you really enjoy? Are you interested in the Healthcare industry? Than this position as planner customer care center may be your perfect job!

The customer care center is responsible for managing all service requests from Philips Healthcare customers, and as a planner customer care center you will be responsible for creating the resource based plan to deliver the service solution to the customer across the Philips Healthcare equipment range from installation and upgrades to repair & servicing. The Benelux planning team is situated in Eindhoven and Brussels and there is close contact between the 2 departments. You will be working with your team to deliver service to a large number of hospitals and care organisations.

To succeed in this role, these are skills that are important:

• Resilient and confident character, with excellent problem solving skills
• Taking ownership, helicopter view and ability to manage priorities
• Demonstrated commitment to satisfy customers, able to build trust and confidence
• Ability to work to pre-determined targets and timescales
• Experience in a planning role or a customer care role
• Fluency in Dutch and English are required, also speaking French is a big plus!

The team of planners receives customer calls via phone, web & email: they are registered into the service management system to establish prioritization and next step actions:

• Quickly determine how to respond to a customer call, taking into consideration the customer's request and contractual agreements
• Liaise with the various functions of the customer care center to provide the best solution that balances the customer need against the business requirements
• Assign and dispatch the  Field Services Engineers (FSE's) to the client
• Coordinate orders of spare parts if required and keep the customer and engineers informed at every stage.
• Ensure customers are aware of the status of their call and the actions taking place.
• Ensure planning checks and pro-active signaling of bottlenecks
• Manage the progress of the customer call until resolved, communicating with various colleagues and the client

This role as planner customer care center sits within our vibrant customer care center which services our healthcare customers across the Benelux. As a planner and installation coordinator, you will function within a close knit team reporting into the Scheduling & Dispatch team leader within the larger customer care center team.

Are you interested in this position as planner customer care center? We are looking forward to your application.

Inge van Munster

Senior intercendent

If you have any questions, don't hesitate to call and ask!

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