Philips is a world leader in medical technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.
When you join Philips, you’ll become part of an organization that truly reflects our society, the partners we work with and the customers we serve. Why is this important? Because working with us has the potential to improve the lives of billions of people around the world, including our own.
Job Scope:
As an Operations Specialist, you will play a key role in managing our returns and refund processes, ensuring a seamless experience for our customers, and managing order processing and related inquiries. Your responsibilities will include:
Operations activity
- Handle return and refund cases efficiently.
- Manage order processing and related inquiries.
- Store escalations from the contact center on return/refund.

Documents
- Communication with the customer on the return process via e-mail.
- Fill in and Check return documents.
- Verification of a complete document package for return/refund and transfer to the accounting.

Reports
- Create and share all related reports (return/refund, not picked up parcels).

Customer experience on the online shop
- Post Purchase NPS check.
- Escalation of the online shop issues to the relevant team.
- Sharing ideas for improvement on the online shop process.

You’re the right fit if:
- University graduate;
- Minimum of 3 years of documented record of experience with a background in customer care/operations area (vendor management, customer service operations), preferably in a multi-country environment.
- Project Management practical knowledge and skills.
- Aware of privacy rules/сustomer care legal implications.
- Experience in process documentation, service design (is a plus), and process design (is a plus).
- English minimum intermediate, business communication skills.
- MS Office — Excel (advanced) and PowerPoint are a must, SAP (is a plus), and Salesforce (is a plus).

You will enjoy these benefits:
From hybrid working to a healthy learning and development culture already in place, a career at Philips comes with all sorts of relevant benefits such as meal vouchers, medical insurance, additional vacation days, compensation for sports activities, and English language courses.
Join us to help enhance our customer experience and streamline our operations! If you are a proactive problem solver with a passion for customer service, we would love to hear from you.

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