Customer Service Representative I

Thermo Fisher Scientific; Ottawa; Remote; CAD 35,000 - 45,000; Full time

Job summary

A leading scientific company is seeking a Customer Service Representative to provide remote support to customers. The role requires strong problem-solving skills and the ability to communicate effectively in both French and English. With a focus on exceptional service, you will assist customers with their inquiries and process orders. This position offers full-time hours and a chance to work from home with required equipment provided.

Qualifications

• 1 year of experience in a customer service role, preferably in a call center.
• Strong verbal and written communication skills in both French and English.

Responsibilities

• Provide support to customers by processing orders and inquiries.
• Resolve customer complaints and concerns to achieve first contact resolution.
• Partner with other departments to find solutions.

Skills

Typing

Data Entry

Customer Service

Computer Skills

Bilingual (French/English)

Education

High school graduate; bachelor's degree preferred

Tools

Microsoft Office

Job description

Work Schedule

First Shift (Days)

Environmental Conditions

Office

Job Description

As a member of the Thermo Fisher Scientific Team you will carry out important work such as assisting customers in finding cures for cancer protecting the environment or making sure our food is safe. Your work will have real -world impact! We will support you in achieving your career goals every step of the way.

As a remote Customer Service Representative you will work from your home while holding yourself accountable for your success and proactively supporting our customers. Successful colleagues in this role are confident decision makers enjoy problem solving and have technical proficiency . They love working within a virtual setting and have a passion for providing outstanding service to their customers.

Our Customer Service Centre hours of operation are Monday to Friday 7 : 30 a.m. to 7 : 00 p.m. Eastern Standard Time. This is a full-time opportunity working 40 hours a week with the possibility of occasional voluntary overtime hours. This position is 100% remote. All required equipment will be provided. Internet service and access for a hardwire connection to your internet is required. A private distraction-free designated workspace is . A separate room with a door is recommended.

Responsibilities

• Provide support to our customers by processing orders requests for pricing product availability order status delivery billing questions as well as returns and credits.
• Resolve customer complaints and address concerns as appropriate with the goal of first contact resolution.
• Answer product or service inquiries troubleshoot and support our customers in facilitating communication for technical assistance.
• Partner with other departments within Thermo Fisher Scientific and with our suppliers to find solutions.
• Follow established performance metrics including but not limited to quality standards after call work adherence and follow-up on all actions in accordance with departmental standards.
• Assist in working to increase revenue by offering substitutes and / or alternative products where applicable.
• Make recommendations on areas for process improvements.

How will you get there

Education

• High school graduate; bachelor's degree preferred or a similar combination of education and experience.

Experience

• 1 year of experience in a customer service role; customer call center experience is a plus.

Knowledge skills and abilities

• French / English bilingualism with strong verbal and written communication skills in both languages is preferred.
• Prioritizing and time management skills with ability to prioritize and multi-task while maintaining accuracy and quality in your work.
• Outstanding teammate when working with members of the immediate team as well as colleagues outside Customer Service while demonstrating the ability to work independently.
• Practices active listening with the ability to maintain composure and a positive demeanor during difficult times.
• Proficient PC skills in Microsoft Office IE strong typing skills required; able to work in multiple systems concurrently using multiple monitors.
• Required Experience: Unclear Seniority

Key Skills

• Typing
• Data Entry
• Customer Service
• Basic Math
• Computer Skills
• Windows
• Banking
• Upselling
• Pricing
• Sanitation
• Cash Handling
• Stocking

Employment Type : Full-Time

Experience : years

Vacancy : 1