Job Title
Job Description
The Sleep Support Assistant is responsible for providing patient support via telephone and email. Working under general supervision. The role requires keeping a detailed record of inbound / outbound communications and the accurate documentation of telephone/email support interactions. The Assistant must efficiently handle multiple tasks, showcase a caring and professional manner, whilst effectively prioritize responsibilities. The role also includes various administration duties.
Your role:
* Redirects telephone contacts or written inquiries to appropriate personnel by meticulously assessing the nature of each inquiry, considering its technical complexity, urgency, and departmental responsibilities.
* Answers non-technical questions regarding company products, utilizing comprehensive knowledge of product specifications, features, and benefits to deliver accurate and helpful responses that address customer inquiries effectively.
* Coordinates various tasks effectively, demonstrating proficiency as a skilled worker, while prioritizing and managing multiple responsibilities concurrently, working under general supervision.
* Provides valuable inputs to support in the renewal of product telephone support processes, contributing to the enhancement and optimization of customer service procedures.
* Executes assigned tasks professionally, ensuring adherence to quality standards and meeting established deadlines consistently, demonstrating reliability and commitment to excellence.
* Offers guidance and support in the implementation of less complex world-class product telephone support processes, fostering improvement and excellence in service delivery.
* Operates within defined procedures, methods, and techniques, demonstrating experience and resourcefulness in problem-solving and decision-making.
* Maintains a log of incoming hotline contacts and records telephone support interactions with high accuracy, ensuring thorough documentation for effective follow-up and resolution.
* Maintains transparent communication channels with internal stakeholders, providing regular updates on support activities and performance metrics.
You’re the right fit if:
* Minimum required Education:High School Diploma, Vocational Education or equivalent.
* Experience with updating IT systems
* Knowledge of Excel
Preferred Skills:
* Troubleshooting
* Customer Relationship Management (CRM) Software
* Documentation & Reporting
* Customer Response Management
* Customer Service Software
* Quality Specifications
* Telephonic Systems Management
* Digital Literacy
This position is a 1-year fixed term contract.
How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities.
This is an office-based role, and it will have shift patterns.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we wont stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
* Learn more about our business.
* Discover our rich and exciting history.
* Learn more about our purpose.
* About our culture of impact with care here.
About Philips UKI
In the UK, we are recognised as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment. We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability.
Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.
For more information, read our Inclusion and Diversity Policy and, to know more about your Human Rights, we encourage you to view this report.
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