Senior Customer Service Representative – Complaint Team

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Work ScheduleStandard Office Hours (40/wk)Environmental ConditionsOfficeJob DescriptionAt Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has an outstanding story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.When you’re part of our organization, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.Job Title: Senior Customer Service Representative – Complaint TeamPosition Location: Budapest, HungaryPosition SummaryBased at the new Shared Service Center in Budapest, the Customer Service team are responsible for supporting our clients throughout the lifecycle including the administrative, quotation and order fulfilment phases. Customer Service Reps provide outstanding customer service, promptly and accurately when responding to internal and external customer requests.Key ResponsibilitiesManage the process for enquiries and complaints to resolution, without managerial supportDeal with sophisticated customer requirements, efficiently and professionally as per the service level agreement.Maintain daily customer service reportsManage all submitted in written complaints within the division’s guidelinesAdhere to SOP’s, SLA’s and departmental training guidelineDevelop and review training materials to support new joiner trainingManage workload by considering the entire team’s workload allocation and be ready to provide cross-regional and cross-functional support when vitalMay be required to help out with other related duties as required and/or assigned.SkillsProficient Microsoft Office and ERP userStrong written and verbal communication skillsBe self-motivated, have passion and a positive attitude and perform as part of a teamDisplay attention to detail and accuracy in the work placeProficient in organization and effective task managementDemonstrate judgment in taking care of internal and external customersWork on own initiative and support team projects and lead by exampleAbility to identify and tackle problems and to multi task under deadlinesPossess good organizational skills and have the ability to prioritize effectivelyFluent in English; additional proficiency in Spanish, Italian, French is a plus.ExperienceA minimum of 3 years’ customer service experience required, preferably in a call center/office environmentExperience with Oracle or SAP preferred but not crucialComplaint management knowledge is plusEducationRequires a Bachelor’s Degree, preferably in Business Administration or Scientific field or the equivalent knowledge and experienceWorking ConditionsThis position requires repetitive typing, considerable interaction on the teleconferences and regular use of a computer.Most of the other physical demands are typical with those associated with an office environment.We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.What We OfferCompetitive Compensation Package: Benefit from a competitive salary, Cafeteria benefits (SZÉP-card allowance), and an annual performance-based bonus. Flexible working arrangements and monthly pension fund contributions after six months of employment are also included. Comprehensive Health & Well-being Support: Enjoy a Medicover health insurance package with health screenings, life, accident, and critical illness insurance, as well as access to discounted dental care services. Stay active with a discounted All You Can Move Sport Pass and relax in our dedicated office areas equipped with massage chairs. Career Growth & Professional Development: Advance your skills through soft and hard skill training, continuous learning opportunities, and complimentary language courses available after three months of employment. Modern & Convenient Work Environment: Work in a modern office featuring standing desks and ergonomic chairs, located approximately 10 minutes from the city center, with complimentary parking provided. Inclusive, Multilingual Culture: Join our multilingual work environment with native colleagues, fostering a vibrant, collaborative atmosphere supported by innovative technology. Engaging Community & Events: Participate in exciting team and company events, including social responsibility initiatives and after-hours activities, as we celebrate diversity and shared achievements. At Thermo Fisher Scientific, each one of our extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.Please also join to our Talent community and get more information about the great opportunities in the future.For more information, please visit www.thermofisher.comThermo 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.