As a Senior Customer Service Representative you will be part of a multi-cultural team and enjoys working in an international setting, whereby a wide range of administrative duties must be fulfilled.
Your team provides internal support to Thermo Fisher stakeholders and the field engineering team and, delivers professional service and excellence in a high-volume diverse back-office environment.
What will you do?
Take ownership on order management process activities
Create tickets in C4S ticketing tool and place the installation order in SAP
Assign and schedule Engineers to the field if required
Monitor status of installation orders
Maintain and develop excellent relationship with different departments
Document and track all required information and daily data
Manage the process for escalated inquiries and complaints to resolution
Provide expertise, guidance and support to colleagues as necessary
Train team members in processes / systems if required
Contribute to the assessment of involved processes and related improvementin order to increase productivity
How will you get there?
2+ years’ customer service experience in a multicultural environment is preferred
Requires a high school diploma or a Government Body award. A Bachelor’s Degree is preferred
Fluency of the English Language both written and verbal is essential
B1 or B2 French language knowledge is required
Competent Microsoft Office user (Especially Excel and Outlook)
Strong written and verbal communication skills
Good problem-solving skill and result oriented attitude
Display attention to detail and accuracy in the workplace
Process improvement mindset
Good organizational skills and the ability to prioritize effectively
Must demonstrate judgment, tact, and diplomacy in dealing with internal and external customers
Experience with SAP, C4S preferred but not essential