Day-day delivery of dedicated service, over multiple work streams, within a complex fast paced Customer Service environment. You will act as first point of contact for all external/internal customer service queries and are key to ensuring customers view Thermo Fisher Scientific as the company to partner with. Supporting the departmental supervisors and Customer Service Manager daily in their quest to achieve our mission.
Responsibilities
* Handles and responds to all types of customer problems, orders and general enquiries through a variety of channels - including phone, e-mail, and web.
* Efficient and accurate entry of orders.
* Is a customer advocate. Handles customer concerns and resolves complex or challenging customer inquiries by collaborating with various team members to tackle them, delivering an outstanding and effective customer service experience. Takes ownership for customer follow-up and communication.
* Strives to exceed set SL's and Individual/Department/Company Targets.
* Handles all queries within the established process.
* Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodology.
* Participate in the departmental training plan and commit to a focus on continuous personal improvement.
* Effectively plans and prioritises workload every day to avoid backlogs.
* Track record of being able to multitask and work in a flexible and fast-paced office environment.
* Familiarity and success within a target driven workplace.
Qualifications
* Previous experience in business administration and data entry.
* Attention to detail.
* Be persistent, self-directed and results oriented.
* Able to influence and work effectively across the organisation.
* Proficiency in English, verbal and written.
* Appreciation and understanding of how to deliver 'good' customer service.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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