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Customer Service Representative

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Thermo Fisher Scientific

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    People, HR & Administration
  • Madrid

AI generated summary

  • You must have administrative experience, Microsoft Office skills, ability to work under pressure, excellent time management, and good communication in English and Portuguese.
  • You will manage customer inquiries and complaints, provide timely responses, maintain reports, coordinate tenders, inform customers of promotions, and collaborate on team projects while ensuring service levels.

Requirements

  • Proven experience in similar administrative roles.
  • Competence with the Microsoft Office suite.
  • Ability to work effectively in a team and under pressure.
  • Excellent time management skills.
  • Good interpersonal and communication skills in English.
  • Proficiency in Portuguese.

Responsibilities

  • Adhere strictly to SOPs (Standard Operating Procedures), SLAs (Service Level Agreements), and departmental training guidelines.
  • Manage customer interactions flawlessly, providing timely, courteous, and professional responses to orders, inquiries, complaints, and other needs through various communication channels.
  • Identify and assess customers' needs to achieve outstanding happiness and direct activities to appropriate departments.
  • Build balanced relationships of trust through open and interactive communication.
  • Collaborate on assignments/projects as part of a team, extending beyond local areas.
  • Address and resolve customer inquiries and complaints independently.
  • Maintain daily customer service reports with accuracy.
  • Inform customers about deals and promotions.
  • Coordinate responses to Public and Private Tenders, ensuring timely and relevant information collation, and liaise with internal departments to provide necessary input.
  • Follow guidelines for effective phone and email service coverage.
  • Respect established timetables to ensure uninterrupted phone service from 8 am to 5 pm.
  • Handle interactions with carriers and suppliers efficiently.
  • Perform general office or reception duties as required.
  • Other duties as needed, which may vary without changing the general character of the duties or level of responsibility.

FAQs

What is the work schedule for the Customer Service Representative II position?

The work schedule is standard office hours, consisting of 40 hours per week.

What are the environmental conditions for this job?

The work is conducted in an office environment.

What are the main responsibilities of a Customer Service Representative II?

Responsibilities include managing customer interactions, adhering to SOPs and SLAs, addressing inquiries and complaints, maintaining customer service reports, and collaborating on team projects.

What qualifications are required for this position?

Minimum qualifications include proven experience in similar administrative roles, competence with Microsoft Office, effective teamwork and pressure management skills, excellent time management, and good interpersonal communication skills in English.

Is proficiency in any additional languages valued for this role?

Yes, proficiency in Portuguese is valued for this position.

What benefits do employees receive?

Employee benefits are provided according to company guidelines.

What is the main mission of Thermo Fisher Scientific?

The mission is to enable customers to make the world healthier, cleaner, and safer.

What sort of training or guidelines must be followed in this role?

Employees must adhere strictly to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and departmental training guidelines.

Are there opportunities for collaboration in this job?

Yes, the role involves collaborating on assignments and projects as part of a team, extending beyond local areas.

What kind of interactions will a Customer Service Representative have?

They will handle customer inquiries, complaints, orders, and communicate about deals and promotions through various channels including phone and email.

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Thermo Fisher Scientific

The World Leader In Serving Science

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.