Customer Service Care Centre Supervisor - MY, ID and VN

Work Schedule

Environmental Conditions

Job Description

When you are part of the team at Thermo Fisher Scientific, you will do important work. And you will have the opportunity for continual growth and learning in a culture that empowers your development. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Location: Malaysia

Division: Instrument and Enterprise Services

Department: Customer Service Care Centre

Reports To: Sr Manager, Services, SEATW

Supervise customer service team operations in Malaysia, Indonesia and Vietnam, ensuring high-quality service, and handle exciting issues.

Key Responsibilities:

Team Management:

• Supervise and lead a team of customer service representatives.
• Conduct regular team meetings and training sessions.
• Monitor team performance and provide feedback and mentoring.

Customer Service and Coordination:

• Schedule and coordinate service activities to ensure timely and efficient service delivery.
• Ensure timely allocation of resources and tools to field service engineers.
• Ensure customer inquiries and complaints are handled promptly and effectively.
• Handle advanced customer issues and provide resolutions.
• Gather customer feedback and implement improvements based on feedback.
• Maintain high levels of customer happiness.

Quality Assurance:

• Ensure all service operations align with company standards and regulations.
• Implement and monitor quality control and process improvement processes.
• Address and resolve any service-related issues or complaints.

Reporting and Documentation:

• Prepare and maintain detailed reports and daily management dashboard on service activities, performance metrics, and customer feedback.
• Ensure accurate and timely documentation of all service operations.
• Prepare and present regular reports on team performance and customer feedback.
• Analyze data to identify trends and areas for improvement.

Operational Efficiency:

• Develop and implement processes to improve service delivery.
• Review and analyze critical metrics.
• Ensure compliance with company policies and procedures.

Collaboration:

• Work closely with other departments to ensure seamless service delivery.
• Participate in cross-functional projects and initiatives.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or related field.
• Proven experience in customer service, with at least 2 years in a supervisory role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and resolve conflicts.
• Proficiency in ERP (SAP PR1, AP1), service management, customer service software and tools.

Skills:

• Problem-solving and decision-making abilities.
• Strong organizational and time management skills.
• Ability to analyze data and generate reports.
• Customer-centric approach.
• Technical knowledge relevant to the service industry would be preferable.

Working Conditions:

• Office environment.
• May require occasional evening or weekend work during month-end or quarter-end closing.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

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.

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