Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description

Job Title: Sr.Executive, Service Operation - Customer Response Center
Job Location: Mumbai
Reporting to: Manager, Customer Response Center, MDM
About Company:
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $44 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Our Innovative Laboratory technologies & Services makes it easier for customers.
About Team:
Service Operation Team: Work for PAN India. Backend support for Contracts, Spares, Warranty, CRC, MDM for CMD, LSI, EPM, CAD, MSD, MOL, LSG & SDG Division. Coordination with internal & external customers. We have dedication Customer Support Team to support queries. Supporting field Service team.
Role & Responsibilities
Purpose:
Work for PAN India for backend support for registration of calls and answering the queries of customer for all service division. Coordination with internal & external customers.
Responsibilities:

• Handle inbound and outbound calls in a timely manner.
  
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
  
• Build balanced relationships and engage customers with improved customer experience.
  
• Keep records of all conversations in our call center database in a comprehensible way.
  
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, efficiency, and quality.
  
• Ad-hoc work, Projects as assigned as per the business needs.
  

Candidate Requirement:
Education & Experience levels:

• Any Graduate with 2 to 4 years’ experience in a similar field.
  
• Strong phone and verbal communication skills along with active listening.
  
• Familiarity with CRM systems and practice.
  
• Customer focus and adaptability to different personality types.
  
• Ability to multi-task, set priorities and manage time optimally.
  

Nature of experience:
Service coordinator / Data Base Management having exposure to Analytical instruments, Diagnostics instruments etc. and catering to customers like Pharma, Applied, Diagnostics etc.
Skills:

• CRM, MS Excel, Good interpersonal skills, Computer proficiency.
  
• Multitasking, Ability to prioritize and handle time wisely in a fast-paced environment.
  

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.