About Thermo Fisher Scientific, Australia

Over 500 employees bring a wide variety of skills and expertise to deliver world-class science products and solutions. Our manufacturing and distribution sites in Melbourne, Brisbane, Sydney, Adelaide and Perth cover a vast product portfolio including lab equipment and chemicals, life sciences, diagnostics, microbiology and analytical instruments. We deliver science solutions to a wide range of key markets such as healthcare, diagnostics, food and agriculture, academic and research, environmental, energy, pharmaceutical, biotech, chemical, government and military.

Customer Care Service
Reports to: Customer Service Team Leader, Technical Services
Location: Scoresby, Victoria

How will you make an impact?

The Customer Care Service is responsible for providing outstanding service to our customers through the efficient booking, scheduling and monitoring of technical service job status. The environment is dynamic, fast moving and supportive, with a culture of process improvement, teamwork, and success.

What will you do?

• Act as the primary interface between the customer and the Technical Service team.
• Provides exceptional customer service to both internal and external customers.
• Proactively build relationships with customers and engineers.
• Ensures customer inquiries are escalated in accordance with the Service Level Agreements.
• Responsible for answering customer enquiries via telephone & Salesforce. Completes administrative tasks to support the service team.
• Dispatch Service Orders to engineers, scheduling and confirming bookings.
• Liaise between customer and engineer keeping both informed of any changes to appointments.
• Daily invoicing to ensure job closure and revenue raising
• Investigating and completing credits for disputed invoices
• Contributes to maintaining company objectives on average speed of answer and first call resolution.
• Meets and exceeds productivity and quality standards as set forth by department management.
• Adheres to schedule, including regular, reliable and punctual attendance at work
• Ability to communicate at all levels and build rapport with customers and the Service Team.
• Ability to demonstrate strong written and verbal skills.
• Good experience with Word, Excel and Outlook, Salesforce
• Ability to work within a team environment with minimal supervision.

• Bachelor’s degree, preferably in an engineering discipline or technical field, or business management (preferred)
• Customer Service or Call Centre experience
• Strong administrative skills

• Excellent interpersonal and communication skills
• Professional telephone manner
• Customer focused and action oriented
• Situational adaptability and good collaboration skills
• Good attention to detail
• Flexible with work hours
  

• Access to Thermo Fisher’s global University and on the job training
• Career advancement opportunities as part of a leading global organisation
• Being a part of a diverse and engaging work culture