Customer Service Support Officer (all genders)

Job Title Customer Service Support Officer (all genders)

Job Description

As a Customer Service Support Officer (all genders), you will be responsible for managing and processing service incident reports, coordinating service technicians, and providing outstanding customer support. You play a key role in ensuring customer satisfaction and maintaining efficient operations.

You will be part of the Customer Care Center team in Horgen or Gland and occasionally travelling between these two locations. You will report to the Customer Care Center Manager Alps.

Your responsibilities:

End-to-end ownership of service cases, ensuring timely resolution and acting as the key coordination point between customers, service engineers, and internal stakeholders.

Receiving, forwarding, and administratively processing incident reports and coordinating the appropriate service engineers during office hours (8:00 – 17:30h)

Actively supporting our team by providing telephone and digital assistance to our demanding customers primarily in French, as well as in Italian and occasionally in German and English

Collaborating with our service managers and the contracts department

Ensuring correct invoicing based on contract entitlements and service delivery

In this multi-skilled role, you are combining case intake, coordination, and administrative processing.

This job is a great fit for you if you have:

Excellent written and spoken communication skills in French and Italian; proficiency in German and English is a strong plus.

A solid commercial background and hands-on experience in customer service

Proficiency in MS Office, and ideally in Salesforce/Servicemax or SAP

An independent, structured, and customer-oriented approach combined with excellent communication skills

High level of flexibility, commitment, and a hands-on mentality

Willingness to travel between our two office locations as well as willingness to working during fixed office hours

A conscientious, responsible, and above all team-oriented working style

Doing meaningful work should come with fair, transparent rewards. The annual base salary range for this role is CHF 60.000,00 – CHF 100.000,00. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations. 

This role is eligible for Short Term Incentive, with your rewards linked to individual performance and company results. We’ll share the full approach with you during the interview process, so you can make a clear, informed decision.

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.

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 commitment to diversity and inclusion here.