Customer Service SME (German)

Work Schedule

Environmental Conditions

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