Job Description

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Job Title

CSA and Long term planner
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Job Summary:

The Customer Service Agent is responsible for handling a wide range of customer inquiries while working under general supervision. This role manages high-volume inbound calls while determining the best course of action to ensure positive outcomes. The role involves creating and managing service work orders by capturing and inputting relevant customer information into the system. The role determines case priority and verifies the customers' contract entitlement. The role creates service quotes for non-contract customers and directs non-support customers to the correct destination.

Job Responsibilities:

Responds promptly and courteously to customer inquiries across phone, chat, email, and other channels to ensure a positive experience, working under general supervision. Provides initial troubleshooting assistance to customers, helping them resolve equipment or service-related issues using established procedures. Investigates and analyzes customer complaints to determine root causes and offer effective solutions. Records details of customer interactions, including inquiries, complaints, and resolutions, in the system. Assists customers with processing service requests by coordinating with internal teams to ensure their needs are met. Verifies and updates customer information in the system to maintain accurate and reliable records. Identifies issues that require escalation and ensure they are communicated to the appropriate team members for further action. Follows established procedures and guidelines to ensure consistency and compliance in customer interactions. Identifies recurring customer issues and suggest process improvements to better address their needs. Aids in the installation and upgrading of software or hardware components as necessary, following detailed instructions to ensure proper configuration.

Preferred Education:

Associates Degree or higher

Preferred Experience:

Minimum 1-3 years of Customer Service or Call Center experience; experience working in a corporate environment

Preferred Skills:

Data Analysis & Interpretation Root Cause Analysis (RCA) Troubleshooting Microsoft Office Data Entry Documentation & Reporting Administrative Support Escalation Management 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 .