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Job ID :
48479BR
Location :
China - Shanghai
:
Job Description
  • Uses the Employee Case management tool to accurately capture, track, and follow-up on inquiries; entries used to monitor KPI trends, track performance, provide feedback, and improve quality
  • Receives, routes, resolves, and properly closes all HR inquiries within their specialty or assignment in an accurate and timely manner
  • Handles escalated calls and provides a proper solution separating the “people” from the “problem” by getting an understanding of the problem, the impact of this on the customer and what was offered already
  • Provides training to the HR Representatives related to SLAs, customer service best practices and is able to share data’s insights with the team
  • Collaborates with appropriate SSC leadership/staff, COEs, HRBPs, HRIS, or third parties to resolve complex inquiries or transactions
  • Participates in system testing and identification of system and user-interface issues; provides feedback to SSC leadership and HRIS
  • Performs daily review of open case cues to ensure inquiries/requests are being assigned, resolved and closed properly and in a timely manner
  • Maintains global call center service level expectations and works in continuous improvement projects to enhance customer experience


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