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UAB „Simplika“

SENIOR CUSTOMER SERVICE

From 1800 €/mon. Gross
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Net per month
Vilnius - UAB „Simplika“

How will you make an impact?

As the Lead Customer Service Representative (Team Lead) you will interact with customers via inbound call, email or web chat to provide them with information to address requests regarding products and services and to provide solutions to any issues. The Team Lead provides exceptional customer service, promptly and accurately when responding to customer requests. In addition, the Team Lead assists the Supervisor with coaching and providing direction and guidance on processes, procedures and systems to team members; actively and positively promote company goals and objectives; and may work on departmental projects.

What will you do?

  • Spend approximately 75% of your time working on Customer Service tasks and 25% on daily effectivenss / special departmental projects.
  • Responds to and resolves customer requests including processing orders, answers product or service inquiries, and provides technical assistance as required.
  • Works with other departments within Thermo Fisher Scientific and with our Suppliers to find solutions for both internal and external customers.
  • Accountable for resolving customer complaints and contacts customers with escalated issues to achieve full resolution for the customer.
  • Follows established service quality standards and meets established processing times and follow-up actions in accordance with departmental standards.
  • Maintains strong working knowledge of company’s brands, systems, process and procedures to be able to provide daily support and guidance to the team.
  • Coaches the team in order to continually improve the services and nurtures an environment where the team can excel through encouragement and empowerment. Escalates performance issues to the Supervisor.
  • Actively supports company’s drive for continuous improvement and is involved in innovative solutions that increase customer allegiance and profitability.

How will you get here?

Education
  • University diploma
Experience
  • Computer literate and working knowledge of customer service software, databases and tools.
  • Experience in leading, coaching and motivating a team to optimal performance.
  • 2-3 years of similar work experience in international company.
Knowledge, Skills, Abilities
  • Excellent interpersonal skills/friendly and outgoing personality, and enjoys assisting others.
  • Demonstrates superior communication skills including probing, active listening and written skills.
  • Demonstrates attention to detail and quality.
  • Works independently and demonstrates resourcefulness.
  • Must demonstrate superior customer service skills for both internal and external customers.
  • Ability to train and mentor other employees.
  • Embraces change and actively encourages others to remain positive.
  • Must possess strong organizational skills to meet deadlines, assist staff in prioritizing work and handle multiple projects.
  • Must be able to apply sound judgment and decision-making skills in dealing with a variety of routine issues.
  • Must be able to be focused on continuous improvement while showing respect for individuals.

Salary

From 1800 €/mon. gross
UAB „Simplika“

UAB „Simplika“

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