Customer Service Representative
Customer Service Representative
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Job Description
Work Schedule
Standard (MonFri)Environmental Conditions
OfficeJob Description
Customer Service Representative Portugal
Direct Report To: Customer Service Supervisor Spain & Portugal
Group/Division: CCG RSD Europe
Position Location: Spain Madrid
Career Track: Associate
Career Band: 2
Number Of Direct Reports: 0
About us:
Thermo Fisher Scientific Inc. is the world leader in serving science with annual revenue exceeding $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 improving patient diagnostics and therapies or increasing efficiency in their laboratories we are here to support them. Our team of more than 100000 colleagues delivers an unrivaled combination of innovative technologies purchasing convenience and pharmaceutical services through our industryleading brands including Thermo Scientific Applied Biosystems Invitrogen Fisher Scientific Unity Lab Services Patheon and PPD. For more information please visit www.thermofisher.
Division Specific Information:
The Research and Safety Market Division (RSD) is a division of Thermo Fisher Scientific branded as Fisher Scientific which markets and sells a vast portfolio of laboratory products and services. RSDs portfolio represents the product lines of thousands of supplier/manufacturers in the laboratory space both internal and external to Thermo Fisher and includes Pharmaceutical Biotech Academic Industrial and Government institutions that maintain scientific laboratories and engage in scientific research activities.
How will you make an impact
The Customer Service Representative Portugal is the first point of contact for our customers. You handle and respond to our customers requests that are received through a variety of channels including phone email and web. Duties will include but are not limited to supporting our Key Account customers returns and complaint management and general resolution of customer enquiries both verbal and written.
What will you do:
- Guide customers and collaborate effectively with crossfunctional teams for any special requests.
- Guarantee a high quality and consistent customer experience for all our customers by earning their trust every day and facilitating our daily transactions.
- Strive to exceed set SLAs and Individual/Department/Company priorities
- Collaborate and be a supporter of continuous improvement so that our European processes are aligned efficient and scalable.
- Be part of a committed reliable and responsible team that strives to get it right the first time.
- Take ownership for customer followup and communication. Own customer issues and work with a wide range of partners to tackle them.
- Empowered to resolve complex or difficult customer queries seeking support and clarification where appropriate. Look for opportunities to prevent problems not just react to them.
Requirements / Qualifications:
- Experience working in a multichannel customer service environment
- Fluent Portuguese skills and very good Spanish skills both orally and in writing as well as the ability to successfully communicate English
- Excellent problemsolving skills
- Track record of being able to multitask and work in a flexible work environment
- You are comfortable with Microsoft Office and/or have previously worked with an ERP or CRM
- ability to work independently and as part of a team
- excellent communication (written and verbal) and interpersonal skills
- strong customer focus
- good listening skills and are flexible
- You enjoy working in an everchanging environment
Required Experience:
Unclear Seniority
Employment Type
Full-Time
