Jobs At PT Philips Indonesia

COMPANY OVERVIEW

Philips is a diversified Health and Well-being company, focused on improving people’s lives through meaningful innovations. As a world leader in healthcare, lifestyle and lighting, Philips integrates technologies and design into people-centric solutions, based on fundamental customer insights.

In its more than 120 years history, Philips’ portfolio has changed profoundly, but innovation has always remained and will remain the cornerstone of our strategy. Across Consumer Lifestyle, Healthcare and Lighting, Philips has the right portfolio to address key societal issues, such as ageing populations, improving the livability of our cities, promoting healthy lifestyles and a more sustainable world.

Customer Care - Administration 

JOB DESCRIPTION

Aim of the job

·         Responsible for executing all operational activities in the Customer Care Center ensuring maximum customer satisfaction by excellent customer call management.

Key Areas of Responsibility

Customer Care Center

·         Answer customer calls and register them in the service management system

·         Determine the routing of the customer call depending on the customer’s request and contract obligations

·         Create service work orders if necessary

·         Assign and dispatch Field Services Engineers (FSE’s) to assign  service orders based on the advice of the FSE with helpdesk / response center duty or the Team Lead Field Services (or Service Delivery Manager) in the district

·         Order spare parts if required and inform FSE on delivery schedule

·         Inform Customers about the status of their call and make detailed appointments

·         Manage the progress of the customer call and escalate if service levels are in danger

·         Coordinate the Preventive Maintenance schedule with FSE. Escalate to Team Leader or CS Delivery Manager for non-compliance.

·         Inform customer on update status whenever repair in progress, this would be information of FSE dispatched, working in progress, Parts being ordered, and close status whenever job is done by FSE

Time & Material (T&M) quote creation 

·         Create a T&M quote based on requested services from a customer

·         Get T&M quote approved by District Operations Manager, Team Lead or Account Manager CS

·         Send the approved T&M quote to the customer

Field Change Order (FCO) Coordination

·         Create SWO for affected equipment based on the Unit Effective List as provided by the Technical Support Specialist

·         Coordinate FCO parts ordering

·         Schedule & dispatch FCO’ / Service Work Orders (SWO’s)

Order Closure

·         Manage work in progress by reviewing the status of all service work orders and take appropriate actions to push service work orders to the next status

·         Review the service work order when it has the status confirmed

·         Make sure service work order is closed within 14 days

·         Settle cost against FSE work center and create a time & material Invoice

·         Settle cost against a contract or warranty

·         Discuss issues with the involved FSE’s and the Team Lead Field Services (or Services Delivery Manager) in the district

Requirement :

·         Vocational level education or equivalent

·         Experience in Customer Services or Customer relations

·         Fluent in English, verbal and written in addition to local language

Address

Jalan Buncit Raya, South Jakarta, DKI Jakarta, Indonesia

Advertised: 18-October-2014

Closing on 01-November-2014