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Job ID :
67224BR
Location :
Canada - Ottawa
:
Job Description

Key Responsibilities:

  • Responds to and resolves internal and external customer requests and inquiries which may involve pricing, product availability or returns, and delivery.
  • Interacts with multiple areas including Operations, Technical Support, Logistics, Purchasing and Sales and Marketing to ensure timely and accurate shipment of product and issue resolution.
  • Identifies customer needs, and appropriate course of action within established performance expectations and departmental procedures.
  • Assesses situation and escalates issues as appropriate.
  • Documents transactions and performs follow-up actions in accordance with departmental standard operating processes and procedures.
  • Stays abreast of new processes and initiatives within the company.
  • Completes all other duties as assigned.

Non-Negotiable Hiring Criteria:

  • Fluently Bilingual French and English both Written and Oral
  • High school diploma
  • 1 year call center or customer service experience.
  • Must be proficient in Microsoft Office, including Word, Outlook and Excel.

Knowledge, Skills, and Abilities

  • Willingness and ability to adhere to structured telephone schedule.
  • Strong keyboarding skills.
  • Demonstrates superior communication including active listening and questioning skills.
  • Ability to exhibit patience and empathy.
  • Ability to diffuse customer dissatisfaction.
  • Excellent problem solving skills.
  • Professional written and verbal skills.
  • Demonstrates attention to detail and quality.
  • Ability to multitask and work in fast paced environment.
  • Works independently and demonstrates resourcefulness.
  • Ability to readily learn and apply new information.
  • Excellent interpersonal skills/friendly and outgoing personality; enjoys assisting others.
  • Adaptable and flexible.

Physical/Environmental requirements

Physical Activities

  • Sits 90%, walks and stands intermittently during working day.
  • Uses headset 90%
  • Keyboarding 75-90%
  • Handles papers and office equipment. 10%
  • Stoops and bends when using files. 10%

Level of Physical Requirement

  • Sits 90%, walks and stands intermittently during working day.
  • Uses headset 90%
  • Keyboarding 75-90%



Thermo Fisher Scientific  is an equal opportunity employer and is committed to the principle of diversity and is particularly interested in receiving applications from a broad spectrum of people. Accommodations for job applicants with disabilities are available upon request.

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