Customer Helpdesk Representative

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

About Thermo Fisher Scientific Inc.

Thermo Fisher Scientific Inc. is an extraordinary leader in serving science. We strive to make a difference in the world by enabling our customers to make the world healthier, cleaner, and safer. With our innovative solutions, we are helping scientists and researchers in their quest to solve complex analytical challenges and improve human lives.

Job Summary

As a Customer Helpdesk Representative at Thermo Fisher Scientific Inc., you will have a unique opportunity to join a highly collaborative and high-reaching team. You will play a crucial role in providing exceptional customer service and ensuring a flawless customer experience. We are looking for a proven professional who is passionate about delivering world-class service and has a strong desire to compete in a fast-paced environment.

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• Receive and handle customer inquiries through various communication channels, including phone, webchat, Kakaotalk, and email, with an average of 30 cases per day.
• Ensure that all customer inquiries are processed and follow up with relevant parties to provide timely updates to customers.
• Collaborate with relevant departments to address customer concerns and actively pursue ways to enhance the overall customer experience.
• Update product-related manuals to provide accurate information for both customers and internal teams.
• Maintain and update the Genesys Cloud manual to ensure seamless operation of the contact center.
• Write standard operating procedures (SOPs) related to work processes and ensure adherence to established guidelines.
• Collaborate with the Helpdesk team to provide support and assistance when needed for efficient resolution of customer inquiries.

• 2+ years of work experience in customer services or relevant fiel; bachelor's degree preferred.
• Previous experience in customer service or a related field.
• Exceptional communication skills, both written and verbal.
• Strong problem-solving and decision-making abilities.
• Proficient in using various communication channels and technology platforms.
• Ability to work in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
• Excellent organizational and time management skills.
• Ability to work effectively both independently and as part of a team.