Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Job Title: Sr Customer Service Representative

Position Location: Manila, Philippines

Position Summary:

Based at the new Shared Service Center in Quezon City, the Customer Service team are responsible for supporting our clients throughout the lifecycle including the administrative, quotation and order fulfilment phases. Customer Service Reps provide exceptional customer service, promptly and accurately when responding to internal and external customer requests

Key Responsibilities:

• Be a role model of customer master data management and follow up activities of all addressbook related inquiries within the division’s guidelines, liaise with other functions (sales, finance, customer facing team…etc) to resolve issues and ensure timely handling of requests
• Deal with complex customer requirements, efficiently and professionally as per SLA
• Manage escalated requests to find resolution, without managerial support
• Raise any topics/issues that are stuck/cannot be dealt with without TL support on the right platform in the right manner
• Play a key role within the implementation of new assignments and projects, as part of a team or on an individual basis
• Manage workload by considering the entire team’s workload allocation and be ready to provide cross-regional and cross-functional support when necessary
• Develop and review training materials and contribute to new joiner training
• Maintain daily customer service reports
• Adhere to SOP’s, SLA’s and departmental training guideline
• May be required to perform other related duties as required and/or assigned.

Skills:

• Display attention to detail and accuracy in the workplace
• Must have the ability to identify and solve problems and to multitask under tight deadlines
• Work on own initiatives, work well with others and lead by example
• Ability to deal with ambiguity, to act without having each and every detail available
• Have a sense of ownership of roles and responsibilities and ability to see the bigger picture
• Good organizational skills and the ability to prioritize workload effectively
• Have a can-do attitude and a proactive solution-focused mindset
• Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers
• Strong written and verbal communication skills
• Competent Microsoft Office user

Experience:

• A minimum of 2-3 years’ customer service experience required, preferably in an SSC/multinational/office environment
• Experience with Oracle or SAP preferred but not essential
• A Bachelor's degree is required.

Working Conditions:

• This position requires repetitive typing and regular use of a computer plus multiple displays
• Most of the other physical demands are typical with those associated with an office environment.
• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

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.