Customer Service Representative

Work Schedule

Environmental Conditions

Job Description

Position Summary:

Based at the new Shared Service Center in Manila, the Customer Service team are responsible for supporting our clients throughout the lifecycle including customer master data, quotations, order entry, order management. Customer Service Representatives provide exceptional customer support, promptly and accurately when responding to internal and external customer requests.

Key Responsibilities:

• Provide exceptional customer service experience to our external customers and internal stakeholders in the field of order management
• Processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers’ requests or resolve issues to ensure timely handling of enquiries.
• Become proficient in Customer Relationship Management systems.
• Adhere to company policies, operational regulations and departmental training guidelines.
• Deliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives.
• Work on assignments/projects as required by business expectations.
• Consistently apply and meet the process expectations and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality.
• Maintain relevant daily customer service reports.
• Assess individual customer requirements and if required direct activities to appropriate partner departments.
• In order to meet the seasonal requirements of the business, it is advisable to participate in cross training and cross support activities, which involve joining assignments to other customer service teams.

REQUIRED EDUCATION/EXPERIENCE:

• Demonstrate high integrity and compliance.
• Display attention to detail and accuracy.
• Good problem-solving skills and ability to multitask under tight deadlines.
• Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player.
• Strong written and verbal communication skills.
• Good organizational skills and the ability to prioritize workload effectively.
• Must demonstrate judgment, diplomacy in dealing with internal and external customers.
• Work on own initiative on daily routine tasks as well as solving system issues.
• Competent Microsoft Office user.
• Relevant customer service experience is preferred in an SSC/multinational/office environment, but fresh grads are also welcome.

• Experience with ERP systems preferred but not essential.
• Requires a high school diploma or a Government Body award. A Bachelor’s Degree is preferred but not essential, candidates with relevant experience and knowledge will also be considered.

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.