This role is within the team of Service Innovation (Global) which is responsible for key systems used in the Consumer Care area, including but not limited to CTI (Computer Telephony Integration) system and CRM (Customer Relationship Management) system.
The current team consists of one manager (located in Ghent, Belgium), two team members located in Amsterdam (The Netherlands) and Ghent (Belgium), and the other two team members located in Fuqing (China). The team is currently divided into two parts based on the system that we use in different regions. The position that we are looking for will replace one of the current team members in Europe and will be responsible for the systems that we use in Europe.
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About TPV Technology
TPV Technology is an internationally-renowned PC monitor, TV and Digital Signage Displays manufacturer. TPV serves as an original design manufacturer for some of the best-known TV , PC and Digital Signage Displays brands in the industry and distributes its products worldwide under its own brands AOC and Envision. In addition, the company designs, produces and sells Philips-branded monitors, TV's and AVA products, Digital Signage Displays and mobile phones through a license agreement with Philips via its subsidiaries TP Vision and MMD. As an example, the company brings high-quality TV sets to the market: smart and easy to use with sophisticated styling. TPV believes in creating products that touch the human senses and are within reach of all consumers in the markets they operate in. As a leader in the hotel industry, their hospitality TV division serves most the world's major international and national hotel groups, as well as individual hotels, hospitals, cruises and other professional facilities.About TP Vision
About TP Vision:
TP Vision is a consumer electronics key player in the world of audio visual digital entertainment. TP Vision concentrates on developing, manufacturing and marketing Philips branded TV sets (Europe, Russia, Middle East, South America, India and selected countries in Asia-Pacific) and audio products (all around the Globe). We do this by combining the innovative Philips brand heritage with our design expertise, operational excellence, flexibility and speed of TPV Technology. With these combined strengths, we bring high-quality TV sets to the market: smart and easy to use with sophisticated styling. We believe in creating products that offer a superior audio and visual experience for consumers. With Philips TVs, TP Vision is a global leader in the hospitality market. TP Vision is the exclusive brand licensee of Philips TVs for the above listed countries and, on the global stage for the Philips audio products.TP Vision employs close to 2,000 people in several locations around the globe and is 100% owned by TPV, one of the world’s leading monitor and LCD TV manufacturers, selling and marketing Philips branded TVs in China. TPV has been able to drive its growth over the years by leveraging its economies of scale and core competencies in R&D, manufacturing, logistic efficiency and quality.
Scope:
In the role of Service Innovation Analyst, one main focus is to support the business to make sure that the systems can run properly to support the day-to-day operational activities of our Call Center. For the CRM system, we bridge the business and our IT Team by analyzing the business needs and translating them into functional requirements. For the CTI system, we do this by analyzing the improvement needed in the system to support the business and execute the changes needed in the CTI system directly. Another main focus is to constantly look for improvement in the current systems and for new technologies to save cost and improve our NPS (think about chatbot, voice bot, IVR deflection, etc)
Tasks
Related to CTI system:
- Implement new call flows or modifies the current call flows to meet the business needs and requirements.
- Manage ad-hoc requests (e.g. close and open the line in the system when needed, etc).
- Be the first point of contact in case there is an issue with our lines.
- Analyse the issue and work together with our vendor Tech Support to resolve the issue within a given timeframe.
- Provide various reports related to call activities.
- Validate the bills from our vendor.
- Manage Account-related requests.
- Related to CRM system:
- Analyze the needs of the business.
- Discuss and communicate the business needs with IT.
- Based on the needs and discussion with IT, provide functional requirement document to IT.
- Manage the UAT.
- What Do We Offer YouFulltime position and competitive rewards
- An interesting, dynamic, challenging, and fast-moving international working environment
- Opportunity to grow a true business sense
- Location depends on the location of the candidate (relocation within Europe might be possible)
- Fulltime position and competitive rewards
- An interesting, dynamic, challenging, and fast-moving international working environment
- Opportunity to grow a true business sense
- Location depends on the location of the candidate (relocation within Europe might be possible)
- Master’s degree (preferable) or Bachelor’s degree in Information Technology or Business Management or having experience as IT Business Analyst through experience.
- Minimal 5 years of working experience as an IT Business Analyst, preferably in the Consumer Care area, more specifically in a Call Center environment.
- Knowledge of Salesforce Service Cloud and Vonage is a plus.
- Strong communicator with the ability to translate a challenge into a functional requirement and direct implementation.
- Strong project management skills with a focus on customer journey/ consumer experience.
- Comfortable with data, able to analyze issues from different angles and provide suggestions/solutions based on the data, and also able to make business cases based on data.
- Out-of-the-box thinker.
- Fluent in English (verbal and written).
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