Bilingual Customer Relations Specialist - Oral Health (Nashville, TN)

Job Title

Bilingual Customer Relations Specialist - Oral Health (Nashville, TN)

Job Description

Bilingual Customer Relations Specialist - Oral Health (Nashville, TN)

The purpose of the Customer Service Agent role is to receive, understand, route and handle customer requests that are received via multiple contact channels, including the creation of service work orders and communicating status and solutions to the customer. This team functions as single point of contact for the customer and as a bridge between customer and the organization.

Your role:

• Take inbound customer service calls and provide accurate, satisfactory answers to Dental Professional questions and concerns.
• Take ownership to determine customers’ requirements and recommend appropriate solutions.  
• Effectively multitask while engaging with customers on the phone by properly utilizing resources and tools to drive a one call resolution.
• Enter orders accurately and efficiently utilizing our order entry tool and applications. Properly upsell and cross-sell products.
• Effectively complete warranties, exchanges and returns in a timely manner.
• Properly process account payments including credit and debit memos submissions.
• Properly de-escalate situations involving dissatisfied customers, offering assistance and support towards an acceptable resolution through effective questioning and troubleshooting.
• Nurture and maintain relationships with existing and potential customers to drive Net Promoters and Most Often Recommended.

You're the right fit if:

• You are fluent in French and English.
• You’ve acquired 2+ years of experience in Customer Success, Customer Service, Customer Support, or equivalent.
• Your skills include:
  • Microsoft Office experience.
  • SAP and SFDC knowledge is a plus.

• You have a High School Diploma or vocational certification (required); Bachelor’s Degree preferred.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

• You’re a strong communicator who can handle calls with professionalism and empathy as well as a problem solver who takes ownership and finds effective solutions quickly. You are calm under pressure, able to de-escalate tough situations and keep customers satisfied

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.

This is an office 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 improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in Nashville, TN is $21.27 to $34.04 per hour.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.   

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible