Lead Customer care representative
- Thermo Fisher
- 5 - 7 Years
- Bengaluru
- 4 years ago
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Job Description
Job Description :
Job Location: Bangalore
About Company:
Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of more than $30 billion and approximately 80,000 employees globally. Our Mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity.
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 vital role in managing Quote to Cash transactions, supports Customers in the region.
Role & Responsibilities
Purpose: Provide Customer Service, handle Order management, provide order status and handle complaints from Customers.
Responsibilities:
- Assists in the recruitment and hiring of the most qualified applicants to meet the needs of the Customer Care team.
- Trains, coaches and manages all CCRs in line with all policies and procedures. Conducts monthly customer care audits.
- Assists in the development and implementation of best practice processes across the organization to ensure efficiency resulting in reduced costs and improved customer service.
- Develops a training curriculum and personal development plan for all staff. Conducts training as required achieving goals and service standards.
- Liaises with other functions to ensure alignment and an enhanced customer experience. This includes but is not limited to working with Planning, Logistics, Sales, Marketing, and Finance.
- Helps solve problems that affect the service, efficiency, and productivity of the Customer Care group. Escalates concerns in a timely manner. May create cross-functional teams to resolve problems.
- Analyses and summarizes data on all facets of the operations to drive transparency and objective and strategic decision-making and proposals.
- Provide immediate supervision to Customer Care staffs and operates with no supervision in a complex environment
- Ability to strategically manage operational responsibilities than just 'getting the job done'
- Develops the team and then establish & monitors the processes which best utilize team talents for the purpose of meeting goals
- Handle escalated customer service issues either through direct personal action or refer to the proper individual/department
- Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develop process or service improvements plans and recommend to Customer Care Team Leader.
- Open and maintain customer accounts by recording account information
- Administer annual reviews and performance improvement plans
- Participate and significantly influence functional strategy
- Leads projects within the team to achieve milestones and objectives
Candidate Requirement:
Education & Experience levels:
- Graduate with a Minimum of 5-7 years of experience in core Customer Service handling end to end transactions in Quote to Cash.
Nature of experience:
- Order Management, Experience in core Customer Service.
- Proven Customer Service/Customer Care experience.
- Track record of over-achieving quota.
- Strong phone contact handling skills, Good Email writing skills and active listening.
- Familiar with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication skills.
- Ability to multi-task, prioritize and manage time effectively.
Knowledge Required:
Order Management
Experience in core Customer Service handling end to end transactions in Quote to Cash.
Skills:
Need to be highly proactive
Collaborate and work with cross functions to achieve given responsibilities Build strong rapport with internal and external customers
Customer-Centric
Ability to manage tasks things independently.
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.
Employement Category:
Employement Type: Full timeIndustry: Bio Technology & Life SciencesFunctional Area: IT- HardwareRole Category: Crm SystemsRole/Responsibilies: Lead Customer care representativeContact Details:
Company: Thermo FisherLocation(s): Bengaluru+ View Contact
Keyskills: Crm Systems personal developmen solve problems Customer Experience supervision multi-task Customer Care Training Active Listening planning Proactive customer service handle complaints Order Managemen email writing Customer Orientation Marketing Operational
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Thermo Fisher
When you join us at Thermo Fisher Scientific, you will be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $20 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contri...
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