General Service Support ( Fixed -Term)

Job Title

Job Description

Responsible for providing frontline support by receiving and processing customer inquiries, service requests, and complaints through various communication channels, ensuring prompt and accurate responses, working under direct supervision. The role participates in troubleshooting activities, diagnosing and resolving basic product or service issues following standard operating procedures (SOPs). The role includes documenting all customer interactions in the case management system, maintaining complete and accurate records.

Your Role:

• Provides support in receiving and processing customer inquiries, service requests, and complaints via multiple communication channels, including phone, email, chat, and web, ensuring timely and accurate responses.

• Participates in troubleshooting activities for customers, diagnosing and resolving basic issues related to products or services following standard operating procedures (SOPs), working under direct supervision.

• Helps to document all customer interactions, including call content, resolutions, and follow-up actions in the case management system, ensuring records are complete and accurate.

• Adheres to established protocols and guidelines while handling customer interactions, ensuring compliance with company policies and quality standards.

• Communicates effectively with customers to ensure they are informed of the status of their inquiries, service requests, or complaints, providing updates as needed.

• Helps to analyze basic data from customer interactions to identify recurring issues, contributing to the development of improved service processes.

• Follows procedures to configure and set up equipment or software as required by customers, ensuring installations meet specified requirements.

• Participates in ongoing training and development programs to maintain up-to-date knowledge of products, services, and company procedures.

• • Supports the maintenance and updating of customer databases and other related systems, ensuring the information is current and accurate.

You are the right fit if:

• Bachelor’s degree in biomedical engineering or relevant majors

• Preferably min.1-2 years’ experience in Customer Service at Healthcare sector

• Fluent in English addition to Arabic language

Preferred Skills:
• Data Analysis & Interpretation
• Troubleshooting
• Microsoft Office
• Data Entry
• Documentation & Reporting
• Administrative Support
• Customer Response Management
• Customer Satisfaction Techniques
• Customer Service Software
• Technical Support

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.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
Indicate if this role is an office/field/onsite role.
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.

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