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Job Description
About Thermo Fisher ScientificThermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, analyzing challenges, increasing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 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, Patheon and PPD. For more information, please visit www.thermofisher.com.About Customer Support CenterAt Thermo Fisher Scientific, we are committed to being a Product Leadership company that builds innovative solutions across the spectrum of our customers’ needs. Our customer service and support are essential to enabling an outstanding customer experience. Our Customer Support Center organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is essential to our success.The Bangalore Customer Support Center capability is a well-established team, which supports the North America, EMEA & APJ Order Management and other critical back office jobs with three shifts working over a 24-hour window/day, together processing over 60,000 requests each month. These three teams are truly pivotal to delivering on our promises of quality, innovation and enhance the success of our business in India and across the world.Job Title: Supervisor Customer ServiceReports To: Manager, Customer Service,Location: BangalorePurpose of the roleAs a Supervisor, you will provide direct floor and personnel leadership to Customer Care Team Leaders. This is a leadership position in a fast-paced inbound customer support center. You will handle customer care issues either through direct personal action or referral to the proper individual/department. Coordinate site resources for the resolution of system related problems and provide specific feedback to other departments to aid in the identification and resolution of all open issues. This responsibility includes maximising both on and off-site resources as vital. You will also partner on the development of departmental guidelines and training material and lead implementation as vital.Responsibilities:
Quality objectives:
Education:
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