Team Leader Customer Service

Bangalore, Karnataka
Permanent
Full-time

14 days ago

Work Schedule Standard (Mon-Fri)Environmental Conditions OfficeJob DescriptionJob DescriptionAbout Thermo Fisher ScientificThermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 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 complex analytical challenges, increasing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 colleagues 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. For more information, please visit .About Customer Support CenterAt Thermo Fisher Scientific, we are committed to being a Product Leadership company that creates innovative solutions across the spectrum of our customers’ needs. Our customer service and support are important to enabling an outstanding customer experience. Our Customer Support Center organization is instrumental in these efforts and their magnificent alignment across geographies and commercial functions is crucial to our success.The Bangalore Customer Support Center capability is a well-established team, which supports the North America, EMEA & APJ Order Management and other critical back office jobs with three shifts working over a 24-hour window/day, together processing over 60,000 requests each month. These three teams are truly pivotal to delivering on our promises of quality, innovation and give to the success of our business in India and across the world.Job Title: Team Lead Customer ServiceReports To: Supervisor, Customer ServiceLocation: BangaloreRoles & Responsibilities

Understand the Customer Care Business and Identify relevant KPI’s and drive the critical metrics efficiently. Customer-centric and keenly aware of markets, trends, and competitors.
Provide immediate supervision to Customer Care staffs and operates with no supervision in a sophisticated environment
Handle customer service issues either through direct personal action or refer to the accurate individual/department
Proactively identify, define and solve the most sophisticated problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develops process or service improvement plans and recommend to Customer Service Manager.
Coordinate annual reviews and performance improvement plans.
Leads projects within the team to achieve achievements and objectives. Carries out tasks in compliance with the agreed procedure to assist the company in meeting its quality objectives.
Strong analytical skills and ability to work in an unstructured and evolving environment
Consistent track record to lead cross-functional teams through influence versus direct management; excellent skills
Ensure adherence to procedures, policies, and systems.
Accept change. Motivate change in the team with a positive approach.
Maintain and promote social, ethical and interpersonal norms in conducting all affairs. Ability to think and act efficiently, acting for the greater good of the organization. Accept and demonstrates the diversity of culture and thought
Authentic, open and leads by example, holding self and others accountable. Encourage's motivates and collaborates Cross functional teams.

Experience/ Skills Required

Any graduate with a consistent track record. as a leader in your previous role
5 years of’ Hands-on experience in Order Management.
Must have led a team for at least 1-2 years.
Experience in Quality management is desired.
Experience working in SAP or Salesforce will be an advantage.
Display excellent verbal and written communication and interpersonal skills.
Highly diligent and organized with excellent analytic and problem-solving abilities
Able to multi-task, prioritize and lead time efficiently
Ability to work under critical situation
Customer-orientated and ability to adapt/respond to different types of tasks
Should be flexible to work in any shift
As a Customer Service Representative-Order Management you must represent our company by being responsible, punctual and motivated to achieve beyond.
Requires strong digital literacy, including Microsoft office

Thermo Fisher Scientific

Apply Now