Customer Resolution Manager

Customer Resolution Manager

Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we’re breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond.

At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals. Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career.

Join us, and together, we’ll transform our industry, making a lasting difference for brighter lives and a better world. You light the way.

More about the role

This is an exciting job opportunity for you to light the way as a Customer Resolution Manager in Dubai, UAE with Signify.

• This role is responsible for providing proactive, productive, painless and personalized after-sales support in line with global standards and processes in the Middle East region (excl. KSA). In this role you are operationally responsible for assigned under-warranty support cases. Drives for high levels of customer satisfaction by ensuring timely and correct solving of complaints, inquiries and

requests related to technical product related topics based on global standards and processes.

• Analyses & solves complaints and drives root cause analysis and preventive actions.
• Responsible for timely and accurate execution in solving warranty related complaints, repairs and reworks/recalls.
• Provides clear and frequent customer communication and build strong relationships with both internal and external
• Understands and applies the relevant warranties related to our products and systems when executing customer

resolution activities.

• Manages key service performance metrics like services NPS, cost of Non-Quality, throughput times, first time right resolution, and churn to identify areas of improvement.
• Fulfills documentation for service-related issues and resolutions and ensure all relevant information is properly

documented in the ticketing system (SAP Service Cloud) and/or similar knowledge databases.

• Drives feedback loops towards Quality management/Business to obtain solutions in event of timely escalated
• Manages support delivery including 3rd party network.
• Improves functional excellence of customer resolution to ensure service efficiency and cost-effectiveness.

More about you

While we value and appreciate all applicants, we believe that the following experience and skills will be needed to shine brightly in this job opening:

• Electrical Engineering Degree
• Customer support & services process management
• Technical knowledge of Lighting products, systems, controls, lighting applications, and customer support & service tools
• Financial and commercial awareness
• Customer centricity and retention
• Customer communication skills
• Problem solving skills
• Delivers on commitments
• Collaboration, execution, and change management
• Builds confidence and trust through role modeling behaviors and performance
• Passionate about improving the business
• Health & Safety

Everything we’ll do for you…

You can grow a lasting career here. We’ll encourage you, support you, and challenge you. We’ll help you learn and progress in a way that’s right for you, with coaching and mentoring along the way. We’ll listen to you too, because we see and value every one of our 30,000+ people.

We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas. With a global workforce representing 99 nationalities, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together