Job Title:  Consumer Care Specialist (after sales team)

About the role:

Are you passionate about creating exceptional customer experiences and driving meaningful change across diverse markets?

As a Consumer Care Specialist, you’ll be part of a dynamic team dedicated to delivering outstanding after-sales service for Philips Home Living products across Central and Eastern Europe. You’ll play a key role in shaping and ensuring consistency in how consumers interact with our brand, ensuring every touchpoint reflects our commitment to quality and care. This is a unique opportunity to make a real impact in a fast-paced, consumer-focused environment.

The impact you’ll make:

• Develop and lead strategies and tactical plans for all operational and consumer engagement activities across all touchpoints, including call centers, social media, retailers, service networks, and the website.
• Drive market initiatives to enhance consumer engagement and elevate the overall consumer experience while maintaining cost efficiency.
• Act as the Voice of the Consumer, promoting insights and knowledge sharing across all areas of the business.
• Oversee the operations of the service network, focusing on enhancing the performance and quality standards of Authorized Service Providers.
• Take ownership of key performance indicators (KPIs) for the South Balkans region.
• Monitor and manage all operational and after-sales-related costs to ensure budget adherence and efficiency.
• Coordinate service and claims handling processes, aligning trade and consumer relationship activities with Sales and Consumer Care leadership.
• Plan and implement local Consumer Care projects, ensuring alignment with broader business objectives.

The skills and knowledge you’ll bring:

• Fluency in English and advanced proficiency in Bulgarian (both written and spoken) are essential.
• University degree required.
• Minimum of 5 years’ experience in after-sales functions within consumer services, call centers, operations, or supply chain.
• Proven experience managing remote Consumer Service and Care teams (including external providers) is a strong advantage.
• Familiarity with CRM platforms, invoicing systems, and SAP is considered a plus.
• Strong problem-solving skills.
• Proactive and entrepreneurial mindset.
• Knowledge of any additional Eastern European language is a plus.
• Residence in the Sofia area is required, as visits to external vendors within Sofia are part of the role.

What we’ll give you in return:

• Competitive base salary | benchmarked against global industry and market leaders
• Performance-based Annual Incentive Program | rewarding those who dare and achieve more
• Hybrid working model | effectively combining working from the office & home, depending on team dynamics and personal needs
• Working from abroad | for up to 30 days per year, supporting our many international colleagues as well as travel enthusiasts
• Health Insurance Discount | private medical healthcare to focus on your health and wellbeing
• Product Discounts | on all Versuni products which are sold under the Philips brand and our other brands
• High growth environment | offering exciting learning and career development perspectives beyond your first role
• Inclusive working culture and family spirit | we embrace our international community & diversity as competitive advantage

Ready to make an impact?

From developing game-changing air fryers to perfecting the art of coffee making, Versuni’s purpose is turning houses into homes — and we’re calling on your talent to bring it to life. Join our global team of 6,000+ passionate individuals, work with world-class brands, and shape the future of home living. We’re ready for you — are you ready for us?

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