Lead Customer Care Representative
Company Name:-
Thermo Fisher Scientific
Job Location:-
Bengaluru, Karnataka
Job Summary:-
Job Title: Lead Customer Care Representative
Job Location: Bangalore
Reporting to Suma L
About Company:
Thermo Fisher Scientific Inc.
is the world leader in serving science, with revenues of more than $20 billion and approximately 70,000 employees globally.
Our Mission is to enable our customers to make the world healthier, cleaner and safer.
We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity.
Through our premier brands Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.
About Team: South Asia Customer Care Team that plays vital role in managing Quote to Cash transactions, supports Customers in the region.
Role & Responsibilities
Purpose: Provide Customer Service, handle Order management, provide order status and handle complaints from Customers.
Responsibilities:
Assists in the recruitment and hiring of the most qualified applicants to meet the needs of the Customer Care team.
Trains, coaches and manages all CCRs in line with all policies and procedures.
Conducts monthly customer care audits.
Assists in the development and implementation of best practice processes across the organization to ensure efficiency resulting in reduced costs and improved customer service.
Develops a training curriculum and personal development plan for all staff.
Conducts training as required achieving goals and service standards.
Liaises with other functions to ensure alignment and an enhanced customer experience.
This includes but is not limited to wo
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