Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job 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 Team´s 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; Bachelor’s 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.