Lead Customer Service Representative
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
How will you make an impact
At Thermo Fisher Scientific our work has purpose. It demands expertise ownership and integrity and it creates meaningful impact every single day. Through our service excellence we empower customers who are discovering life-saving treatments safeguarding the environment and ensuring food safety worldwide.
Want to build a career where your expertise truly matters At Thermo Fisher Scientific you can do both.
We are looking for an experienced professional who thrives in a global environment demonstrates strong leadership capabilities and is passionate about driving service quality and continuous improvement.
As a Lead Customer Service Representative you will play a key role within our multi-cultural Shared Service Center in Budapest. You will act as a trusted advisor escalation point and process champion supporting both internal stakeholders and external B2B customers while mentoring colleagues and elevating team performance.
In this role you will not only deliver excellence you will help shape it.
Based in Budapest your impact will include:
Acting as a Subject Matter Expert for customer service processes and systems
Serving as a key escalation point and First Point of Contact (FPOC) for complex cases
Providing internal support to Thermo Fisher customers and the Field Engineering team
Ensuring operational excellence in a high-volume international service environment
Driving process improvements and knowledge sharing across the team
What will you do
Act as First Point of Contact for customers and stakeholders managing complex inquiries independently
Provide expert-level guidance and mentorship to colleagues
Deliver structured training sessions on processes tools and system updates
Create and assign tickets in C4S and ensure proper case ownership
Support and oversee the Teams processes ensuring accuracy and compliance
Analyze customer and business requirements and determine the most effective resolution path
Resolve escalated inquiries and complaints without managerial intervention
Maintain and safeguard data accuracy in customer databases and equipment records
Identify inefficiencies and drive continuous process improvements
Create update and standardize work instructions in line with global guidelines
Collaborate cross-functionally to strengthen stakeholder relationships
Proactively share insights best practices and improvement initiatives
Embody Thermo Fisher values through integrity accountability and collaboration
How will you get here
3 years of customer service experience (shared service or B2B environment preferred)
High school diploma required; Bachelors degree preferred
Fluency in German and English (written and spoken)
Strong Microsoft Office proficiency
Experience with SAP C4S or Genesys is an advantage
Excellent communication and stakeholder management skills
Strong analytical thinking and problem-solving mindset
High attention to detail and accuracy
Proven ability to prioritize effectively in a fast-paced environment
Professionalism diplomacy and confidence in handling escalations
What We Offer
Competitive Compensation Package
Attractive salary Cafeteria benefits (SZÉP-card allowance) annual performance-based bonus flexible working arrangements and monthly pension contributions after six months.
Comprehensive Health & Well-being Support
Medicover health insurance package including screenings life and accident insurance critical illness coverage discounted dental services All You Can Move Sport Pass and relaxation areas with massage chairs.
Career Growth & Professional Development
Access to continuous learning soft and hard skill trainings structured development pathways and complimentary language courses after three months.
Modern & Collaborative Work Environment
A modern office equipped with standing desks and ergonomic furniture conveniently located close to the city center with complimentary parking.
Inclusive & Diverse Culture
Join a multilingual collaborative team where diversity is valued and innovation is encouraged.
Community & Engagement
Participate in team events corporate social responsibility initiatives and activities that celebrate shared achievements.
At Thermo Fisher Scientific each of our extraordinary minds has a unique story to tell. Bring your expertise leadership and passion and help us enable our customers to make the world healthier cleaner and safer.
Join us today.
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.
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Electron microscopes reveal hidden wonders that are smaller than the human eye can see. They fire electrons and create images, magnifying micrometer and nanometer structures by up to ten million times, providing a spectacular level of detail, even allowing researchers to view single a ... View more
