Customer Service Manager


221 days ago

Job TitleCustomer Service ManagerJob Description

In this role you have the opportunity to:

As a positive confident individual you will drive positive care experiences pre & post sales through the Consumer Driven Care Journey (CDJ). In your role you will have full vendor management of the Consumer Contact Center and Social Care Agency in Dubai ensuring quality of performance is in line with challenging financial targets and service level agreements.

You are responsible for:
  • Contact Center Management - their KPI performances & cost metrics
  • Social Care Management – their KPI performances & cost metrics
  • Continuous Improvement of the ideal consumer experience across all consumer touch points driving higher NPS
  • Manage the pillars monitoring and moderation for rating and review management for the Middle East in close collaboration with the Online marketing manager
  • Performance management & run consumer analyses from contact center data, social care data, ratings & reviews, social media reports, consumer research, demo’s, marketing activation in a continuous cycle & build a consumer database (CRM) to drive improvements across CDJ
  • Handle Consumer Complaint escalations
You are a part of:

The whole MET Consumer Engagement team where your role reports to the Senior Consumer Engagement Manager MET. You will have the opportunity to Interact with ME Marketing Managers, Trade Shopper Marketing Managers, Digital Marketing team & Functional reporting link to the Global Consumer Experience Team

To succeed in this role, you should have the following skills and experience:
  • Customer Service experience
  • Marketing Experience
  • Excellent interpersonal and communication skills
  • Ability to work under own initiative but operate as part of the wider Consumer Care team
  • Flexible with a positive ‘can-do’ attitude
  • Ability to follow through processes and good attention to detail
  • Ability to identify issues and propose solutions
  • Good project management skills, for both long and short term improvement
  • Experience of contact center management and metrics
Why Should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.


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