Bilingual Customer Service Representative II (Contract) - Markham

This is a contract role until Jan 2022

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have a real-world impact, and you’ll be supported in achieving your career goals.

Location/Division Specific Information

Unity Lab Services, part of Thermo Fisher Scientific, provides a single source for integrated lab service, support and supply management. Our customized service offerings and world-class service experts have the flexibility and experience to uniquely address our customer’s business needs. Whether they are looking to arrange for service on one instrument, or are seeking resources to manage service and support for all their labs, there is a Unity Lab Services solution to meet their business needs.

How will you make an impact?

As a valued part of our Customer Service Team, you will be our front-line for service and support our goal of first-call resolution. You’ll have the opportunity to support and solve our customers’ inquiries that ultimately contribute to the success of our business. Our Customer Service Representatives provide exceptional customer service in a fast-paced environment with internal and external contacts via inbound and outbound phone calls, email and live chat.

What will you do?

• Support our internal and external customers by responding to and resolving requests and inquiries.
• Answer service inquiries and support our customers in facilitating communication for assistance as required.
• Resolve customer complaints and escalate issues as appropriate with the goal of first call resolution.
• Partner with other departments within Thermo Fisher Scientific to find solutions for both internal and external customers.
• Process customer and Field Service quotation requests.

How will you get here?

Education

• High school diploma or GED required, Bachelor’s Degree preferred

Experience

• 1+ years of work experience, customer service or industry-related experience preferred

Knowledge, Skills, Abilities

• Must be able to read, write and speak both English and French
• Proficient in Microsoft Office Suite, (Word, PowerPoint, Excel and Outlook), AS400 and Lotus Notes
• Displays a customer service orientation with excellent interpersonal skills
• Demonstrates superior communication skills including probing, active listening and writing skills
• Ability to exhibit patience and empathy to diffuse customer dissatisfaction
• Proactive problem solving, attention to details and decision making

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission - enabling our customers to make the world healthier, cleaner and safer.