Aantal uren per week
32 - 40 uur
Over de functie
As Philips Lighting Global Customer Experience (CEX) Expert at Webhelp you are a key advisor to our global client Philips Lighting (Signify). You hold the keys to drive concrete improvements to the Philips Lighting customer experience; world-wide! You are the linking pin between: Philips Lighting and the local Webhelp teams in the Netherlands, France, Denmark and Malaysia. You are responsible to identify pain points and opportunities based on customer/agent feedback, design and implement and test new experiences. You also set standards for coaching, you implement innovations and process improvements. You work with contact center teams and specialists (e.g. training, reporting, product specialists) across the globe. You play a key role in building a great and consistent global service experience for Philips Lighting clients.
You have an open and entrepreneurial mindset, you are proactively identifying and following up on areas for improvement. When designing customer experiences, you can demonstrate what good looks like. You have strong client relationship skills; experienced in working with many stakeholders and navigating different interests. You are very cultural aware and apply this in working with global client & Webhelp teams of different backgrounds.
You love and know the latest developments around (smart) lighting products (such as Philips HUE) and are keen to apply this to exceed customer expectations.
You are a pro-active self-starter that thrives in an environment where you need to align with a broad and diverse group of stakeholders. Experience in a customer experience role is preferred and consultancy skills & analytical skills are a big plus. You radiate your energy to the team and are always looking for solutions; even in challenging situations. You are based in Enschede - The Netherlands and you are pro-actively aligning with our global teams and Philips Lighting. You are open to travel occasionally. You are fluent in English, Dutch and preferably one other language.
You have a completed bachelor's degree in the domain of business administration. And have at least 3 years of experience in the contact center domain.
Wat wij bieden
We offer a broad set of responsibilities, an international environment and a very diverse role. The Webhelp organization works at high pace, a flat organizational structure and an informal way of working. Every day is different! You work with a team with inspiring people; successes are highlighted and celebrated. Finally, we are eager to #failfast and learn from all experiences.
We are Webhelp and have been helping people and organisations for the past 18 years to create the best and distinctive customer experiences. We are the biggest business process outsourcing party in Europe and just expanded to support the globe. Our relationship with Philips Lighting is a great example of our global projects.
We have a can-do mentality. World with we work with 35.000 colleagues, 7 days per week and 24 hours per day.
You will be part of the Webhelp client team operating the customer service for Philips Lighting globally. Across the world we have a team of over 100 colleagues working for Signify. You will be reporting directly to the Global Account Manager and work closely with the Operations Managers in the Netherlands and Kuala Lumpur. To share knowledge and learn from other client teams you will also participate in the CX Performance Excellence network within Webhelp.
Locations and hours You work from Enschede and work 32 to 40 hours per week.
Eager to apply? Recognize yourself in the description above? Did we stir your enthusiasm? We would love to get to know you. Share your CV and cover letter or present yourself in a creative way, for example a blog or 2 minute movie. Use the button below before February 25 or use the button below. Any questions about the role or application process, send a Whatsapp to our Global Account Manager Hugo de Vries at +31610366304.
This is a position for employment within Webhelp Netherlands. For this reason, we ask you not to apply for a freelance position. Acquisition is not appreciated.