Job Information
ThermoFisher Scientific Sr Customer Service Representative in Quezon City, Philippines
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Job Title: Sr Customer Service Representative
Position Location: Manila, Philippines
Position Summary:
Based in our Shared Service Center in the Philippines, the Customer Service team are responsible for supporting our clients throughout the lifecycle including invoicing, administration, order management, quotations, master data. Customer Service Representatives provide exceptional customer support, promptly and accurately when responding to internal and external customer requests.
Key Responsibilities:
Be a role model andprovide exceptional customer service experience to our external customers and internal stakeholders in the field ofinvoicing,administration, order management, quotations, master data.
Deal with complex customer requirements,manage escalations, processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers’ requests or resolve issues to ensuretimelyhandling of enquiries.
Become proficient in Customer Relationship Management systems.
Adhere to company policies, operationalregulationsand departmental training guidelines.
Deliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives.
Play a key roleonassignments/projectsas required by business expectations.
Consistently apply and meet the process expectations anddemonstrateattention to operational details and leverage required computer systems tomaintainhigh levelof data accuracy and quality.Develop and review training materials and contribute to new joinertrainings.
Userelevant daily customer service reports.
Assess individual customer requirements and ifrequireddirect activities to appropriate partner departments.
In order tomeet the seasonal requirements of the business, itmight berequiredtoparticipatein cross training and cross support activities, which involve joining assignments to other customer service teams.
Skills:
Demonstrate high integrity and compliance.
Display attention to detail and accuracy.
Good problem-solving skills and ability to multitask under tight deadlines.
Shouldpossessself-motivation, enthusiasm, a positiveattitudeand perform as a team player.
Strong written and verbal communication skills.
Good organizational skills and the ability to prioritize workload effectively.
Shoulddemonstratejudgment,diplomacy in dealing with internal and external customers.
Work onowninitiative on daily routine tasks as well as solving system issues.
Ability to deal with ambiguity, to act without having all details available,havea sense of ownership ofroles and responsibilitiesand ability to see the bigger picture,demonstratea “can-do” attitude and a proactive solution-focused mindset.
Competent Microsoft Office user.
Experience:
A minimum of 2-3 years’customer service experience isrequiredin an SSC/multinational/office environment.
Experience with ERP systemspreferred but not essential.
Education:
- Requires a high school diploma. ABachelor’s Degreeis 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 computerplus multiple displays.
Most of the other physical demands are typicalwiththose associated with an office environment.
We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
Key responsibilities stated in this document are the minimum required but are not limited to these, always within Customer Care area of expertise.
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.
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.