Customer Service Analyst at Philips

Mainz, Rhineland-Palatinate, Germany -

Full Time

Start Date

Immediate

Expiry Date

28 Feb, 26

Salary

0.0

Posted On

30 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Performance Trends, Cross-Functional Collaboration, KPI Tracking, Service Improvement, Workflow Optimization, Customer Satisfaction, Operational Efficiency, Data-Driven Decision Making, Reporting, Documentation, Regulatory Compliance, Problem Solving, Communication, Process Assessment, Strategic Planning

Industry

Hospitals and Health Care

Description

Job Title Customer Service Analyst Job Description The Service Business Analyst is responsible for helping analyze service operations data to identify performance trends, inefficiencies, and opportunities for improvement, working under general supervision. The role supports strategic decision-making by leveraging advanced analytical tools and collaborating with cross-functional teams. The role tracks key performance indicators (KPIs) to assess service productivity and customer satisfaction, recommending targeted actions for improvement. The role assists in developing data-driven action plans, optimizing workflows, and ensuring adherence to best practices. Job Responsibilities: Helps in the analysis of service operations data, including financial, operational, and customer feedback metrics, to uncover performance trends, inefficiencies, and areas for improvement, leveraging advanced analytical tools to drive strategic decision-making, working under general supervision. Works closely with cross-functional teams, including operations, finance, and customer support, to ensure seamless execution of service performance strategies, fostering alignment of objectives and data-sharing to improve service delivery and business efficiency. Tracks comprehensive sets of KPIs and advanced analytics to measure service productivity, operational effectiveness, and customer satisfaction, identifying root causes of underperformance and recommending targeted actions for improvement. Participates in the development of detailed, data-driven action plans and service improvement strategies based on in-depth analysis of service delivery challenges, leading the design and implementation of initiatives aimed at optimizing performance and scalability. Assists to conduct thorough assessments of end-to-end service processes, workflows, and data flows to identify inefficiencies and opportunities for process optimization, implementing best practices to enhance operational efficiency and customer satisfaction. Communicates service performance trends, analytical findings, and proposed improvement strategies to senior leadership and key stakeholders through clear, data-backed reports and presentations to inform decision-making. Aids to draft comprehensive documentation of service analytics processes, improvement initiatives, and operational workflows, ensuring accessibility and regular updates to support ongoing tracking and audit compliance. Helps to review service operations data and business processes regularly to ensure adherence to best practices, regulatory compliance, and alignment with long-term service delivery objectives, providing expert recommendations for continuous improvement. Supports service improvement initiatives by conducting detailed analyses, tracking performance outcomes, and reporting on their success, ensuring alignment with organizational objectives and customer satisfaction goals. Escalates complex service performance issues, data discrepancies, or risks to senior management or relevant stakeholders, ensuring swift resolution and minimal disruption to service operations through structured escalation frameworks. Minimum required Education: Bachelor's Degree in Finance, Business Administration OR Vocational Education or equivalent. Minimum required Experience: minimum 4 years of experience with Vocational Education in areas such as Service Delivery, Business Analytics or equivalent. 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. # LI-EU At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success. It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. Know Your Rights

Responsibilities

The Customer Service Analyst analyzes service operations data to identify trends and inefficiencies, supporting strategic decision-making. They track KPIs to assess productivity and customer satisfaction, recommending actions for improvement.