Customer Service SME (German)

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of our PPD clinical research team, you’ll have the opportunity to support groundbreaking studies that make a real difference in patients’ lives.

Position Summary
As a Customer Service SME, you will be a part of a multi-cultural team in our Shared Service Center in Budapest, Hungary, that values performance, quality and innovation. You will have the opportunity to work in an international setting and fulfill a wide range of administrative duties. Your role will involve providing internal support to Thermo Fisher customers and the field engineering team, ensuring professional service and excellence in a high-paced and diverse office environment.

Position Requirements

• Provide expertise, mentorship, and support to colleagues.

• Train team members in processes and systems.

• Act as the First Point of Contact (FPOC) for our customers and stakeholders.

• Create and assign tickets in the ticketing systems (C4S).

• Decide on an accurate path forward to address customer and business needs.

• Take part in the Quotation, Installation, Equipment and Order handling process.

• Document all required work instructions as per guidelines and keep those UpToDate.

• Demonstrate our values like involvement and integrity and high ethical standards.

• Facilitate the resolution of inquiries and complaints raised independently, without the need for managerial assistance.

• Facilitate tier and any business-related meetings in the absence of the supervisor.

• Report management.

• Give presentations, conduct quality checks in the team.

• Take additional steps and go above and beyond in order to improve the overall business satisfaction.

• Analyze the requirement for alterations and proficiently carry them out to improve efficiency.

• Build and maintain a strong network to increase the team ́s and your success.

• Be curious and open for any new insights and don ́t be afraid to share improvement ideas

Education

• Bachelor's degree or equivalent and relevant formal academic / vocational qualification

Experience

• Previous experience that provides the knowledge, skills, and abilities to perform the job (3+ years).

• Equivalent experience and successful completion of high school education required

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills

• Excellent language skills (comprehension, speaking, reading and writing)

• Fluency in German and English, both written and verbal

• Competency in Microsoft Office

• Strong interpersonal skills

• Ability to work independently as well as part of a team.

• Ability to interpret client provided complex medical and technical information

• Organizational and time management skills

• Ability to maintain a positive and professional demeanor in challenging circumstances

• Strong problem-solving abilities and a proactive approach to achieving goals

• Strong decision-making skills

• Attention to detail and accuracy in the workplace

• Demonstrating judgment, tact, and diplomacy in dealing with internal and external customers

• Experience with SAP, C4S, Genesys preferred but not crucial