Nos aseguraremos de que las personas con discapacidades reciban adaptaciones razonables para participar en el proceso de solicitud de empleo o entrevista de trabajo, para que puedan ejercer las funciones de trabajo esenciales y recibir otros beneficios y privilegios del empleo. Comuníquese con nosotros para solicitar una adaptación.
Sr Customer Service Representative
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Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Position Summary:
Based in our Shared Service Center in Costa Rica, the Customer Service team supports clients throughout their lifecycle, including invoicing, administration, order management, quotations, and master data management. Customer Service Representatives provide exceptional support, responding promptly and accurately to customer requests.
Key Responsibilities:
- Deliver excellent customer service in invoicing, administration, order management, quotations, and master data.
- Handle complex customer needs and partner concerns, processing and following up on requests within guidelines. Collaborate with sales, distribution, and finance teams to address customer needs and resolve issues promptly.
- Gain proficiency in Customer Relationship Management (CRM) systems.
- Adhere to company policies, operational regulations, and departmental training guidelines.
- Meet daily, weekly, and monthly key performance indicators. Participate in efficiency and productivity initiatives.
- Contribute to assignments and projects as required by business needs.
- Maintain high data accuracy and quality by meeting process expectations and using necessary computer systems. Develop and review training materials and assist with new hire training.
- Apply relevant daily customer service reports.
- Assess individual customer requirements and direct activities to appropriate departments if necessary.
- Participate in cross-training and cross-support activities to meet seasonal business needs, including joining other customer service teams.
Skills:
- High integrity and compliance.
- Attention to detail and accuracy.
- Strong problem-solving skills and ability to multitask under tight deadlines.
- Self-motivation, passion, a positive attitude, and teamwork.
- Strong written and verbal communication skills.
- Good interpersonal skills and ability to prioritize workload efficiently.
- Judgement and tact when dealing with customers.
- Work independently on routine tasks and system issues.
- Handle ambiguity, act without all details, take ownership of roles and responsibilities, and see the bigger picture. Show a "can-do" attitude and a proactive, solution-focused approach.
- Proficiency in Microsoft Office.
Experience:
- Minimum of 2-3 years of customer service experience in an SSC/multinational/office environment.
- Experience with ERP systems preferred but not essential.
- High school graduate required; a Bachelor's degree is helpful but not necessary. Candidates with proven experience and knowledge will be considered.
Working Conditions:
- Repetitive typing and regular use of a computer with multiple displays.
- Physical demands typical of an office environment.
- We are proud to be an Affirmative Action/Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
The responsibilities listed are the minimum required and are not limited to these duties within the Customer Care area.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.
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Nos aseguraremos de que las personas con discapacidades reciban adaptaciones razonables para participar en el proceso de solicitud de empleo o entrevista de trabajo, para que puedan ejercer las funciones de trabajo esenciales y recibir otros beneficios y privilegios del empleo. Comuníquese con nosotros para solicitar una adaptación.