Customer Service SME (German)

Job description

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