Senior Customer Care Representative

Thermo Fisher Scientific
03 Aug 2017
14 Aug 2017
Contract Type
Full Time
Job Description:

Sr Customer Service RepresentativeInchinnan, PaisleyPermanent Contract Responsibilities * Play a key role within the implementation of new assignments and projects, as part of a team or on a individual basis * Manage the process for escalated enquiries and complaints to resolution, without managerial support * Deal with complex customer requirements, efficiently and professionally as per the service level agreement. * Maintain daily customer service reports * Provide expertise, guidance and support to colleagues * Develop and deliver training and materials to support departmental needs * Provide cover to the supporting Manager when required * Other duties as dictated by business need * Solve / escalate systems issues * Provide a high standard of customer service support to Life Technologies customers * Manage all telephone / fax / written / web orders within the divisions guidelines, relay price and availability of products to customers where necessary * Plays a critical role in building customer relationships and representing the organization * Respond and process all telephone enquiries as per the service level agreement * Maintain and create new customers accounts * Assess individual customer requirements and direct activities to appropriate departments. * Adhere to SOP's, SLA's and departmental training guideline Skills: * Experienced Microsoft Office and E1 user * Strong written and verbal communication skills * Must have the ability to identify and solve problems and to multi task under deadlines * A minimum of 1 years customer service experience required, preferably in a call centre/office environment * Must possess self motivation , enthusiasm, a positive attitude and perform as a team player * Display attention to detail and accuracy in the work place * Good organizational skills and the ability to prioritize effectively * Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers * Work on own initiative on daily routine tasks as well as solving system issues Education: Requires a high school diploma or a Government Body award. A Bachelors Degree is preferred but not essential , candidates with relevant experience and knowledge will also be considered. *IND-EMEA