Lead Customer Care Representative
Lead Customer Care Representative
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Job Description
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Job Title: Lead Customer Care Representative
Job Location: Bangalore
About Company:
increase laboratory efficiency
Through our premier brands Thermo Scientific Applied Biosystems Invitrogen Fisher Scientific and Unity Lab Services we offer an unmatched combination of innovative technologies purchasing convenience and comprehensive services.
About Team: South Asia Customer Care Team that plays a vital role in managing Quote to Cash transactions supporting customers in the region.
Role & Responsibilities
Purpose: Provide outstanding customer service handle order management provide order status updates and address customer complaints.
Responsibilities:
- Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the Customer Care team.
- Train mentor and manage all CCRs in line with company policies and procedures. Conduct monthly customer care audits.
- Develop and implement standard methodology processes throughout the organization to ensure efficiency leading to lower costs and enhanced customer service.
- Develop training curricula and personal development plans for all staff. Conduct training to achieve goals and service standards.
- Liaise with other functions to ensure alignment and an enhanced customer experience including Planning Logistics Sales Marketing and Finance.
- Address problems impacting the service efficiency and productivity of the Customer Care group. Raise concerns promptly. May build cross-functional teams to resolve issues.
- Analyze and summarize data on all facets of the operations to drive clarity and strategic decision-making.
- Provide immediate supervision to Customer Care staff and operate independently in a complex environment.
- Strategically manage operational responsibilities beyond just getting the job done.
- Develop the team and establish processes that apply team skills effectively to achieve goals.
- Handle advanced customer service issues through direct action or referral to the appropriate department.
- Proactively identify define and solve complex problems that impact the teams functioning. Anticipate business challenges and recommend process or service improvement plans.
- Open and maintain customer accounts by recording account information.
- Coordinate annual reviews and performance improvement plans.
- Participate and significantly influence functional strategy.
- Lead projects within the team to achieve achievements and objectives.
Candidate Requirements:
Education & Experience:
- Graduate with 6-7 years of experience in a core customer service function.
Nature of Experience:
- Order Management and experience in end-to-end customer service transactions in Quote to Cash.
- Proven customer service experience with a track record of exceeding quotas.
- Strong phone contact handling skills excellent email writing skills and active listening.
- Familiarity with CRM systems and practices.
- Customer orientation and adaptability to different character types.
- Excellent communication skills.
- Ability to multitask prioritize and manage time effectively.
Skills:
- Order Management Customer Service Issue Resolution Customer Retention Listening Skills Phone Skills Email Etiquette Conflict Resolution Multitasking Positive Attitude Attention to Detail People Orientation Data Analysis Problem Solving Adaptability Ability to Work Under Pressure Computer Skills.
At Thermo Fisher Scientific each one of our 70000 outstanding minds has a distinct story to share. Apply today at .
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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
