Thermo Fisher Scientific Hiring for Bilingual Customer Service Representative at Remote Full Time

This role requires individuals to be fluent in both English and French (Bilingual).

How will you make an impact?

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $35 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, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 90,000 colleagues delivers an unrivaled 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 and Patheon. For more information, please visit www.thermofisher.com.

What will you do?

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. You will have the opportunity to support and handle customers’ inquiries, ultimately growing the success of our business. Our Customer Service Representatives provide outstanding customer service in a fast-paced environment, connecting with internal and external contacts via inbound and outbound phone calls, email and live chat.

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 aptitude. They love working within a virtual setting and have a passion for providing outstanding service to their customers.

Our 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 37.5 hours a week with the possibility of occasional voluntary hours. This position is 100% remote. All required equipment will be provided.

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

Utilize multiple systems and programs, multiple monitors and knowledge gained through training and mentoring to research and resolve customer concerns.

Make recommendations on areas for process improvements

How will you get there?

Requirements:
High school graduate, bachelor’s degree preferred, or a similar combination of education and experience.

Internet service and access for a hardwire connection to your internet router

A private, distraction-free, designated workspace is required. A separate room with a door is recommended.

Experience:
1-2 years of experience in a customer service role, customer call centre experience is a plus

Experience working in an office environment is also a plus

Knowledge, Skills Abilities:
Bilingualism – Strong English/French communication, both verbal and written

Highly developed sense of dedication to customer happiness

Ability to problem-solve customer inquiries via telephone, chat and email

Demonstrates attention to detail, accuracy and quality

Organizational and time management skills, ability to multi-task

Outstanding teammate when working with members of the immediate team, as well as, colleagues outside Customer Service, while demonstrating the ability to work independently

Ability to prioritize between multiple responsibilities

Practices active listening

Ability to maintain composure and positive demeanour during difficult times

Proficient PC skills required; able to work in multiple systems concurrently using multiple monitors.

Highly skilled in the basic use of PCs including Microsoft Office, Internet Explorer and strong typing skills

At Thermo Fisher Scientific, each one of our 90,000 extraordinary minds have a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer!