Job Description
Sr Customer Service Representative (CC Address Book)
Reports to: Team Leader, Customer Service
Group / Division:
Career Band: 3
Position Summary:
The Customer Service team are responsible for supporting our clients throughout the lifecycle including the administrative, quotation and order fulfilment phases. Customer Service Reps provide exceptional customer service, promptly and accurately when responding to internal and external customer requests.
Key Responsibilities:
• Be a role model of customer master data management and follow up activities of all addressbook related inquiries within the division's guidelines, liaise with other functions (sales, finance, customer facing team...etc) to resolve issues and ensure timely handling of requests
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• Deal with complex customer requirements, efficiently and professionally as per SLA
• Manage escalated requests to find resolution, without managerial support
• Raise any topics/issues that are stuck/cannot be dealt with without TL support on the right platform in the right manner
• Play a key role within the implementation of new assignments and projects, as part of a team or on an individual basis
• Manage workload by considering the entire team's workload allocation and be ready to provide cross-regional and cross-functional support when necessary
• Develop and review training materials and contribute to new joiner training
• Maintain daily customer service reports
• Adhere to SOP's, SLA's and departmental training guideline
• May be required to perform other related duties as required and/or assigned
Skills:
• Display attention to detail and accuracy in the workplace
• Must have the ability to identify and solve problems and to multitask under tight deadlines
• Work on own initiatives, work well with others and lead by example
• Ability to deal with ambiguity, to act without having each and every detail available
• Have a sense of ownership of roles and responsibilities and ability to see the bigger picture
• Good organizational skills and the ability to prioritize workload effectively
• Have a can-do attitude and a proactive solution-focused mindset
• Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers
• Strong written and verbal communication skills
• Competent Microsoft Office user
Experience:
• Minimum of 2-3 years' customer service experience required, preferably in an SSC/multinational/office environment
• Experience with Oracle or SAP preferred but not essential
Education:
• Requires a high school diploma or a Government Body award. A Bachelor's Degree is preferred but not essential, candidates with relevant experience and knowledge will also be considered
Working Conditions:
• This position requires repetitive typing and regular use of a computer plus multiple displays
• Most of the other physical demands are typical with those associated with an office environment
We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
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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