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Philips Consumer Care Manager Japan, Chiyoda 676981956
19.11.2024
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Consumer Care Manager
IN THE RESPECTIVE DISTRICT
IN THE RESPECTIVE DISTRICT
- Be responsible for improving consumer experiences across consumer touch points including but not limited to contact center and service network
- Be the advocate of the district VOC including internal escalation and acting as a central point for collecting feedback and sharing it with wider business and all relevant stakeholders
- Be the go-to person in the district for Consumer Engagement & Care and link between district and regional/central teams to ensure that all activities/initiatives are successful
- Be responsible for financial commitment for Consumer Engagement & Care
- Drive channel strategy, including a choice of touchpoint to support, based on local requirements and consumer trends
- Actively monitor and analyze consumer feedback including the various web data, call center feedback (phone, email and chat), the NPS questionnaire results, R&R and call back sessions to consumers in order to translate to actionable insights and improvements for the respective district.
- Work closely with regional safety & quality manager in case of safety escalations/recall and ensures 100% escalations compliance including stakeholder management (MT, PR, Quality, Legal, retail)
- Manage all activities related to warranty, including local leniency, exclusions – manage all warranty processes with input from internal/external stakeholders, e.g. local market, D2C, legal, marketing, local authority
- Work closely with Contact Centre to develop process with input and feedback for the district
- Localize and provide the products/systems/technical information and training material the Contact and Repair Centers need
- Provide technical E2E support for internal system/applications
- Accountable for improving Web NPS on .Com consumer support pages
- Be responsible for part Consumer Engagement & Care areas in local NPI process
- 契約期間：期間の定めなし
- 試用期間：あり(原則として入社日より6ヶ月)
- 就業場所：東京都港区麻布台1-3-1麻布台ヒルズ森JPタワー15階）
- 就業時間：9:00-17:30
- 給与： 900 万～1200万 ※経験を考慮して優遇します
- 賞与：あり
- その他：
- 険：社会保険(厚生年金保険、健康保険)・労働保険(雇用保険、労災保険)
- PhiliFlexポイント：72,000 ポイント（1ポイント＝1円）
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