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Customer Service Representative
Apply locations Farnborough time type Full time posted on Posted 20 Days Ago job requisition id 554726
Job Title
Customer Service Representative
Job Description
Customer Support Specialist plays a key role in delivering exceptional customer support for innovative mobile apps in the pregnancy and parenting space. The Digital+ team creates user-friendly and supportive solutions guiding parents through every stage from pregnancy to early parenthood. This role is open for fixed-term assignment (12 months). As aCustomer Support Specialist, you'll directly impact user satisfaction by providing timely, empathetic, and effective support to our global user community. You are responsible for:
* Delivering outstanding customer support by promptly addressing user inquiries, resolving issues effectively, and providing clear, empathetic communication.
* Handling customer interactions through Zendesk (email), App Store Connect, Google Play Console, and various social media platforms.
* Keeping thorough and accurate records of customer interactions within our support software.
* Assisting in identifying and escalating complex product issues, working closely with the Customer Support Lead to provide valuable insights to the Product team.
* Engaging proactively with users who leave app reviews, aiming to resolve concerns, encourage positive sentiment, and improve overall user ratings.
* Supporting monthly reporting efforts by highlighting recurring issues, user feedback, and actionable trends.
* Contributing ideas to enhance self-service resources and reduce frequently recurring queries.
* Maintaining an organised workflow, prioritising tasks by urgency and user impact, ensuring consistently high-quality support.
You are part of:
An enthusiastic and dedicated customer support team within the Digital+ unit, focused on delivering excellent user experiences. You will work directly with theCustomer Support Lead, who will guide your professional development and align your responsibilities with broader organisational goals .To succeed in this role, you should have the following skills and experience:
* Strong proficiency in English (additional languages are beneficial but not mandatory).
* Exceptional communication and interpersonal skills, with a talent for creating positive user interactions.
* Strong problem-solving and troubleshooting abilities with the capacity to multitask effectively.
* Genuine passion for delivering outstanding customer experiences.
* Familiarity or willingness to quickly learn customer support tools (Zendesk, App Store Connect, Google Play Console, social media platforms).
* A collaborative and proactive approach, capable of taking initiative and working effectively within an international team.
* Flexibility and willingness to provide occasional holiday cover.
* Empathy, cultural sensitivity, and a respectful approach towards diverse user needs and backgrounds.
In return, we offer you:
A supportive and engaging work environment within a dynamic team dedicated to meaningful innovation. You’ll gain professional growth opportunities and competitive benefits, contributing directly to a product suite that positively impacts millions of parents worldwide. 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.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't 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 .
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here .
About Us
At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life.
For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health.
Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.
It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism.
To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.
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