Sr Customer Service Representative – Complaint Team

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has an outstanding story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

When you’re part of our organization, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Job Title: Sr Customer Service Representative – Complaint Team

Reports to: Supervisor, Customer Service

Group / Division:

Career Band: 3

Job Family:

Job Sub Family:

Job Code: CSST102 Customer Service Representative - Grade 3

Job Track:

Position Location: Budapest, Hungary

Number of Direct Reports:

Position Summary:

Based at the new Shared Service Center in Budapest, 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:

- Manage the process for enquiries and complaints to resolution, without managerial support

- Deal with sophisticated customer requirements, efficiently and professionally as per the service level agreement.

- Maintain daily customer service reports

- Manage all submitted in written complaints within the division’s guidelines

- Adhere to SOP’s, SLA’s and departmental training guideline

- Develop and review training materials to support new joiner training

- Manage workload by considering the entire team’s workload allocation and be ready to provide cross-regional and cross-functional support when vital

- May be required to help with other related duties as required and/or assigned.

Skills:

- Proficient Microsoft Office and ERP user

- Strong written and verbal communication skills

- Be self-motivated, have passion and a positive attitude and perform as part of a team

- Display attention to detail and accuracy in the workplace

- Proficient in organization and effective task management

- Demonstrate judgment in taking care of internal and external customers

- Work on own initiative and support team projects and lead by example

- Ability to identify and tackle problems and to multitask under deadlines

- Possess good organizational skills and have the ability to prioritize effectively

- Fluent in English; additional proficiency in other european language is plus.

Experience:

- A minimum of 3 years’ customer service experience required, preferably in a call centre/office environment

- Experience with Oracle or SAP preferred but not essential

- Complaint management knowledge is plus

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, considerable interaction on the teleconferences, and regular use of a computer.

- Most of the other physical demands are typical of 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.