Senior Customer Care Representative

1 week ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

At Thermo Fisher Scientific, you'll discover meaningful work that positively impacts a global scale. Join our colleagues in bringing our mission to life daily to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, ensuring our food is safe or helping find cures for cancer.

Job Title:

Job Location : Scoresby, Melbourne, Australia

Career Band: 3

Reports to: Customer Care Team Leader

Number of direct reports: 0

How will you make an impact:

As a Senior Customer Care Representative, you will provide the highest level of professional, efficient customer service for our critical customers. This includes focusing on 'first-time resolution', which means resolving customer issues or inquiries during their initial contact with us without the need for further follow-up. You will need to demonstrate this level of service while supporting business development and sales growth.

What will you do:

Deliver and maintain unparalleled service, working with all departments to accelerate the customer experience. Support the overall strategy for assigned accounts, incorporating business unit-level account goals and objectives. Participate and support with regular account reviews and business updates to key partners, and proactively communicate critical opportunities or issues internally, including forwarding leads to sales for qualification. Record all activity within the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems. Communicate effectively with customers and employees, working together for outstanding results. Ensure compliance with processes around regulated activities and follow the company's quality systems, ISO 9000, and operating procedures. Maintain a professional and positive outlook whilst being committed to the core values of Integrity, Intensity, Innovation and Involvement. Involvement in identifying and defining problem areas for improvement.

The successful candidate will have:

Tertiary qualifications in science or a related degree are preferred. Excellent computer literacy and learning new concepts and packages as needed. Ability to remain professional and composed when presented with complicated circumstances. Strong results focus and attention to detail. Excellent interpersonal and communication skills with the ability to achieve results.

What's in it for you?

Access to Thermo Fisher's global University and on-the-job training. Benefits as part of a competitive remuneration package. Employee recognition programs. Career advancement opportunities as part of a leading global organisation. Working within an inclusive, diverse and engaging workplace culture.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain . As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

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