SUMMARY:

We are looking for our new team member to join our well-established Customer Service team in engaging with our customers and responding to their needs!
The role entails day-to-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 external/internal customer service queries and will be key to ensuring that our customers view Thermo Fisher Scientific as their preferred company to partner with.
Customer queries may relate to new or in-transit orders, returns, questions about our products, general information or requests for updates, to name but a few. This role is vital in supporting our customers, whether resolving the query on the spot or progressing it to best placed team.

REQUIREMENTS:

• Track record of being able to multitask and work in a flexible and fast paced office environment or other customer liaison capacity.
• Being tenacious, self-directed and results oriented, with great attention to detail.
• Proficiency in English, verbal and written.
• Appreciation and understanding of how to deliver ‘good’ customer service
• Previous experience in business administration, data entry, and success within a target driven work place is a clear advantage!

• Handle and respond to all types of customer needs, orders and general enquiries through a variety of channels – including phone, e-mail, and web.
• Efficient and accurate entry of orders.
• Being a customer advocate. Handle customer concerns and resolve challenging customer enquiries by collaborating with various team members as needed, delivering an outstanding and effective customer service experience. Take ownership for customer follow-up and communication.
• Collaborate well with pwn and other teams across the organisation.
• Strive to exceed set SLA’s and Individual/Department/Company Targets.
• Strive to continuously improve processes as well as how service is delivered to the customer, using defined company methodology.
• Participate in the departmental training plan and commit to a focus on continuous personal improvement.
• Effectively plan and prioritise own workload every day to keep on track or ahead.