Customer Service Representative
Thermo Fisher
- Assisted customers with inquiries, providing accurate information and support
- Resolved customer complaints efficiently, enhancing overall satisfaction
- Utilized CRM software to track and manage customer interactions
- Collaborated with team members to improve service delivery processes
- Processed orders and returns, ensuring compliance with company policies
- Participated in training sessions to develop customer service skills
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.