Team Leader Customer Service

Work Schedule

Environmental Conditions

Job Description

At Thermo Fisher Scientific, each one of our 125,000 extraordinary minds have a unique story to tell. Join us and give to our singular mission-enabling our customers to make the world healthier, cleaner and safer. When you're part of the team at Thermo Fisher Scientific, you'll do important work. Surrounded by collaborative colleagues, you'll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team and help us make significant contributions to the world.

Job Title: Team Leader Customer Care ANZ (15 Month Fixed Term Contract)

Reports to: Head of Customer Experience ANZ

Position Location: Scoresby, Melbourne

Number of Direct Reports: 6-8

Position Summary:

The role of the Customer Care Team Leader is ensure the Customer Care team provide the highest level of courteous, efficient customer service for Thermo Fisher Scientific customers with a focus on first time resolution. Through effective relationship management, this role will drive business development and revenue generation.

You will be responsible for performing the tasks of a customer care representative with the added responsibility of leading the team and being the first point of call for customer concerns and working to removing barriers that may be in the team's way of achieving set performance metrics.

What We Offer

• A Collaborative Environment: Work with a committed team that values inclusion and collaboration, where your contributions are recognised and celebrated.
• Career Growth: We provide ample opportunities for professional development and career advancement.
• Positive Impact: Contribute to projects that make a real difference in the world.

Key Responsibilities

As a Team Leader Customer Care, you will:

• Lead and Encourage: Motivate and guide a team of customer care representatives to deliver flawless service to our clients.
• Plan & Do: Develop and successfully implement customer care plans to improve service delivery and customer happiness.
• Monitor Performance: Rigorously supervise team performance metrics and provide constructive feedback to ensure continuous improvement.
• Resolve Issues: Tackle complex customer issues with determination and provide innovative solutions.
• Collaborate Across Departments: Work closely with other departments to ensure seamless service and support.
• Train and Develop: Provide ongoing training and development opportunities to team members, encouraging a culture of continuous learning.
• Report and Analyse: Prepare and present regular reports on customer care performance and initiatives to senior management.
• Support the overall strategy for assigned accounts; incorporating business unit level account goals and objectives.
• Lead all aspects of management of customer related data and transactions within Enterprise resource planning (ERP) and Customer relationship Management (CRM) systems
• Build a Customer Centric Culture by providing mentor and development of our team members, to support key strategies to drive customer dedication
• Implement key process improvement opportunities - e.g. system enhancements, processes, tools

Required Qualifications:

• Proven Experience: Minimum of 3 years in a customer service in a leadership position.
• Strong Leadership Skills: Demonstrated ability to lead, encourage, and develop a team.
• Excellent Communication: Outstanding verbal and written communication skills.
• Problem-Solving Abilities: Ability to resolve issues swiftly and efficiently with a customer-centric approach.
• Analytical Skills: Competence in analyzing data to drive decisions and improvements
• Tech-Savvy: Proficiency with customer service software and tools.
• Education: A degree or equivalent experience in Business, Management, Science or a related field is preferred.

Skills:

• Strong customer service skills in a complex, fast paced environment
• Excellent digital literacy, the ability to learn new concepts and packages as required by the position
• Ability to remain professional and composed when presented with challenging circumstances
• Strong results focus and with attention to detail
• Excellent interpersonal and communications skills with ability to build to achieve results
• Understanding root cause analysis to identify issues and complete corrective actions

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.