Role at a glance
- Job function
-
Customer Support & Contact Center Customer Support
- Salary
- Not Disclosed
- Location
- Budapest, Hungary
- Work arrangement
- Hybrid
- Employment
- Full-time
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Role Summary
The Customer Service SME provides customer and field engineering support as part of a multicultural team at the Shared Service Center in Budapest. The role handles administrative customer-service processes and supports colleagues and stakeholders.
What You'll Do
- Act as the first point of contact for customers and stakeholders, create and assign tickets, and determine a path to address customer...
- Participate in quotation, installation, equipment, and order handling processes; independently facilitate resolution of inquiries and...
- Provide expertise and mentorship to colleagues, train team members on processes and systems, and facilitate team or business meetings...
- Document and maintain work instructions, give presentations, conduct team quality checks, and report to management.
- Analyze and carry out process alterations to improve efficiency and share improvement ideas.
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
Bachelor's degree or equivalent and a relevant formal academic or vocational qualification; fluency in German and English, written and verbal; excellent communication and language skills; Microsoft Office competency; interpersonal, organizational, and time-management skills; ability to work independently and in a team, interpret complex medical and technical information, solve problems proactively, make decisions, maintain accuracy, and use judgment, tact, and diplomacy with customers.
Preferred
- Experience with SAP, C4S, or Genesys is preferred but not crucial.
Original job description
Content provided by the employer
Original job description
Content provided by the employer
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
As part of our PPD clinical research team, you’ll have the opportunity to support groundbreaking studies that make a real difference in patients’ lives.
Position Summary
As a Customer Service SME, you will be a part of a multi-cultural team in our Shared Service Center in Budapest, Hungary, that values performance, quality and innovation. You will have the opportunity to work in an international setting and fulfill a wide range of administrative duties. Your role will involve providing internal support to Thermo Fisher customers and the field engineering team, ensuring professional service and excellence in a high-paced and diverse office environment.
Position Requirements
- Provide expertise, mentorship, and support to colleagues.
- Train team members in processes and systems.
- Act as the First Point of Contact (FPOC) for our customers and stakeholders.
- Create and assign tickets in the ticketing systems (C4S).
- Decide on an accurate path forward to address customer and business needs.
- Take part in the Quotation, Installation, Equipment and Order handling process.
- Document all required work instructions as per guidelines and keep those UpToDate.
- Demonstrate our values like involvement and integrity and high ethical standards.
- Facilitate the resolution of inquiries and complaints raised independently, without the need for managerial assistance.
- Facilitate tier and any business-related meetings in the absence of the supervisor.
- Report management.
- Give presentations, conduct quality checks in the team.
- Take additional steps and go above and beyond in order to improve the overall business satisfaction.
- Analyze the requirement for alterations and proficiently carry them out to improve efficiency.
- Build and maintain a strong network to increase the team ́s and your success.
- Be curious and open for any new insights and don ́t be afraid to share improvement ideas
Education
• Bachelor's degree or equivalent and relevant formal academic / vocational qualification
Experience
• Previous experience that provides the knowledge, skills, and abilities to perform the job (3+ years).
- Equivalent experience and successful completion of high school education required
Knowledge, Skills and Abilities:
• Excellent verbal and written communication skills
• Excellent language skills (comprehension, speaking, reading and writing)
- Fluency in German and English, both written and verbal
- Competency in Microsoft Office
• Strong interpersonal skills
• Ability to work independently as well as part of a team.
• Ability to interpret client provided complex medical and technical information
• Organizational and time management skills
• Ability to maintain a positive and professional demeanor in challenging circumstances
- Strong problem-solving abilities and a proactive approach to achieving goals
- Strong decision-making skills
- Attention to detail and accuracy in the workplace
- Demonstrating judgment, tact, and diplomacy in dealing with internal and external customers
- Experience with SAP, C4S, Genesys preferred but not crucial
About the company
Thermo Fisher Scientific
Large Enterprise
Thermo Fisher Scientific is a global leader in serving science, providing a wide range of analytical instruments, reagents, and software solutions for healthcare, pharmaceuticals, and life sciences research. With a commitment to innovation and quality, the company enables customers to make significant advancements in scientific discovery and healthcare diagnostics. Thermo Fisher operates in more than 50 countries and employs over 80,000 people, fostering a collaborative environment aimed at enhancing global health and safety. Through its broad portfolio of brands and technologies, the company plays a vital role in accelerating life-changing research and improving patient outcomes worldwide.