Careers at ThermoFisher Scientific

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Job ID :
Location :
China - Shanghai
Job Description
  • Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science. Our mission is to enable our customers to make the world healthier, cleaner and safer.
  • Key Responsibilities:
  • Uses the Employee Case management tool to accurately capture, track, and follow-up on inquiries; entries used to monitor KPI trends, track performance, provide feedback, and improve quality
  • Receives, routes, resolves, and properly closes all HR inquiries within their specialty or assignment in an accurate and timely manner
  • Handles escalated calls and provides a proper solution separating the “people” from the “problem” by getting an understanding of the problem, the impact of this on the customer and what was offered already
  • Provides training to the HR Representatives related to SLAs, customer service best practices and is able to share data’s insights with the team
  • Collaborates with appropriate SSC leadership/staff, COEs, HRBPs, HRIS, or third parties to resolve complex inquiries or transactions
  • Participates in system testing and identification of system and user-interface issues; provides feedback to SSC leadership and HRIS
  • Performs daily review of open case cues to ensure inquiries/requests are being assigned, resolved and closed properly and in a timely manner
  • Maintains global call center service level expectations and works in continuous improvement projects to enhance customer experience
  • Qualifications:
  • Strong Project Management experience to interact with global, local stake holders with the ability to manage and deliver multiple priorities in a fast-paced culture.
  • 5+ years working experience in supporting HR system/process improvement projects are preferred (experience with multi-state in a consultation firm is a plus).
  • Education in Computer Science major is preferred.
  • Solid understanding and working knowledge of WorkDay, Citiray, PowerBI, mobile apps and other digitalized capability
  • Excellent writing skills, strong verbal and interpersonal communication skills.
  • High degree of professionalism and solid ability in delivering high quality customer service and establishing/maintaining effective and collaborative working relationships.
  • Excellent judgment, analytical and problem-solving.
  • Able to work independently and as a team player.
  • Functions in a highly confidential environment.
  • Strong project and people management skills.
  • Good English communication skills, both verbal and written.

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