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Customer Service Ambassador

2 months ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time
Customer Care Representative

At Thermo Fisher Scientific, we're committed to delivering exceptional service to our customers. As a Customer Care Representative, you'll play a critical role in ensuring our customers receive the highest level of support and satisfaction.

Key Responsibilities:
  • Deliver and maintain unparalleled service by working closely with all departments to accelerate the customer experience.
  • Process orders accurately and drive customers towards our digital platform for faster access to information.
  • Record all activity within our Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
  • Prepare Return Authorisation and credits for processing, ensuring they meet company guidelines.
  • Proactively communicate key opportunities, sensitivities, or issues internally, forwarding leads to sales for qualification.
  • Communicate effectively with customers and employees to achieve phenomenal results.
  • Think on your feet and use your initiative to find solutions.
  • Ensure compliance with processes around regulated activities.
  • Follow our quality systems ISO 9001 and operating procedures.
  • Maintain a professional and positive demeanor, committed to our values of Integrity, Intensity, Innovation, and Involvement.
  • Identify and define problem areas for improvement.
  • Follow OHS policies and procedures to ensure a safe and healthy workplace environment.
Requirements:
  • Minimum 1 year in a dedicated customer service role or customer-facing role.
  • Excellent digital literacy, with the ability to learn new concepts and packages as needed.
  • Ability to remain professional and composed in complicated circumstances.
  • Strong results focus and attention to detail.
  • Excellent interpersonal skills, with the ability to build relationships and problem-solve.
  • Outstanding organisational skills and the ability to prioritise tasks effectively.
  • Experience working in a team, interacting with internal and external customers.
  • Intermediate level competence in Microsoft Office Suite applications, Excel, Work, and Outlook. Experience with CRM is advantageous.
  • University degree (preferred Science or business) and/or related experience would be helpful.