Customer Experience Specialist II Job in Bangalore at Thermo Fisher Scientific
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Customer Experience Specialist II
Thermo Fisher Scientific
Full Time Job
Not Disclosed
2-3 years
Posted 30+ days ago
Location
- Bangalore
Skills Required
- Customer Experience
- Customer Service
- Client Relationship Management
- Time management skills
About this Job
Thermo Fisher Scientific is hiring for Customer Experience Specialist II
Responsibilities of the Candidate:
- As member of the Thermo Fisher Scientific Team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way.
- The Customer Experience Assessor (CEA) monitors and assess voice, email, and chat interactions, relative to established criteria and calibrated standards, to ensure our customers have a memorable experience. These assessments are done on scoring forms and focus on areas such as job knowledge, accurate system usage, soft skills, and first contact resolution.
- The CEA will provide additional mentoring of agents in the greatest need, such as new hires and/or those below goal. Additionally, the data from all evaluations rolls into a database where you will uncover feedback for targeted training, development, and/or process improvement to drive an improve customer experience and ultimately CAS. To ensure assessments are scored in sync with established standards and participate in monthly calibration sessions.
Requirements:
- Experience in working across functions and establishing strong working relationships.
- Needs minimum direction to achieve interpersonal goals.
- Candidates must be fully trained on all CS processes and procedures including phone, email and RGA training.
- At least 2 years’ experience in one of our CCG US call centers as a Customer Service Agent, while maintaining strong quality scores.
Eligible Degrees
+95 More
Who can apply
Documents Required
1. Resume
2. ID Proof (e.g. Aadhar Card, PAN Card, etc.)
About Thermo Fisher Scientific
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