Senior Customer Service Representative – Complaint Team

Senior Customer Service Representative – Complaint Team

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has an outstanding story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

When you're part of our organization, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

Position Location: Budapest, Hungary

Position Summary:

Based at the new Shared Service Center in Budapest, the Customer Service team are responsible for supporting our clients throughout the lifecycle including the administrative, quotation and order fulfilment phases. Customer Service Reps provide outstanding customer service, promptly and accurately when responding to internal and external customer requests.

Key Responsibilities:

• Manage the process for enquiries and complaints to resolution, without managerial support
• Deal with sophisticated customer requirements, efficiently and professionally as per the service level agreement.
• Maintain daily customer service reports
• Manage all submitted in written complaints within the division's guidelines
• Adhere to SOP's, SLA's and departmental training guideline
• Develop and review training materials to support new joiner training
• Manage workload by considering the entire team's workload allocation and be ready to provide cross-regional and cross-functional support when vital
• May be required to help out with other related duties as required and/or assigned.

Skills:

• Proficient Microsoft Office and ERP user
• Strong written and verbal communication skills
• Be self-motivated, have passion and a positive attitude and perform as part of a team
• Display attention to detail and accuracy in the work place
• Proficient in organization and effective task management
• Demonstrate judgment in taking care of internal and external customers
• Work on own initiative and support team projects and lead by example
• Ability to identify and tackle problems and to multi task under deadlines
• Possess good organizational skills and have the ability to prioritize effectively
• Fluent in English; additional proficiency in French, Italian, Spanish, or German is a plus.

Experience:

• A minimum of 3 years' customer service experience required, preferably in a call center/office environment
• Experience with Oracle or SAP preferred but not crucial
• Complaint management knowledge is plus

Education:

• Requires a Bachelor's Degree, preferably in Business Administration or Scientific field or the equivalent knowledge and experience

Working Conditions:

• This position requires repetitive typing, considerable interaction on the teleconferences and regular use of a computer.
• 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.

What We Offer:

• Competitive Compensation Package: Benefit from a competitive salary, Cafeteria benefits (SZÉP-card allowance), and an annual performance-based bonus. Flexible working arrangements and monthly pension fund contributions after six months of employment are also included.
• Comprehensive Health & Well-being Support: Enjoy a Medicover health insurance package with health screenings, life, accident, and critical illness insurance, as well as access to discounted dental care services. Stay active with a discounted All You Can Move Sport Pass and relax in our dedicated office areas equipped with massage chairs.
• Career Growth & Professional Development: Advance your skills through soft and hard skill training, continuous learning opportunities, and complimentary language courses available after three months of employment.
• Modern & Convenient Work Environment: Work in a modern office featuring standing desks and ergonomic chairs, located approximately 10 minutes from the city center, with complimentary parking provided.
• Inclusive, Multilingual Culture: Join our multilingual work environment with native colleagues, fostering a vibrant, collaborative atmosphere supported by innovative technology.
• Engaging Community & Events: Participate in exciting team and company events, including social responsibility initiatives and after-hours activities, as we celebrate diversity and shared achievements.

At Thermo Fisher Scientific, each one of our extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Please also join to our Talent community and get more information about the great opportunities in the future.

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.