Careers at ThermoFisher Scientific

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Job ID :
Location :
South Korea - Seoul
Job Description
Customer Experience Specialist
Based in Seoul, Korea

Reporting to the Customer Care Manager, the Customer Experience Specialist (CES) is responsible for overall Customer Allegiance Score activities in Korea. You understand our CES’s role and contribution in the Korea organization and own the Customer Experience. You are professional at all times, and capable of thriving under pressure, in a fast paced team environment. At all times, you place our Customers First.
  • Daily checks what are customer feedbacks by using Internal CAS system, Medallia and review all voices of customers and share the issues to relevant functions or teams to find out root causes and to solve the issues/complaints.
  • Regularly report out the CAS results to the leadership team and all employees.
  • Support the Customer Experience leader for the CAS goal setting and relevant documents and data.
  • Organize the meetings with each division CAS champions in Korea and take discussion notes and follow up actions as required.
  • Provide CAS data internally and externally as required.
  • Handles escalated CAS issues under CC manager's supervision.
  • Identifies process gaps and issues through CAS responses, recommends process improvements and system enhancements for efficiency and productivity.
  • Connects with customers/dealers to listen to their needs, expectations and requirements in order to help our customers achieve their goals and meet our service level agreements.
  • 2nd major Roles and Responsibilities: QTC Fulfillment - process quotations, order, returns, replacements, debits and credits accurately and timely.
  • Has strong responsibilities to follow up any inquires related to CAS.
  • Responds effectively and efficiently to CAS feedbacks within 24 hours.
  • Close out CAS records in timely manner.
  • Collaborate closely with CC team leaders and supervisors for any requested tasks to Shared Services Customer Care team.
  • Follows up any other tasks or projects assigned appropriate by the CC manager.
  • Ensures compliance to company policies and procedures (SOPs, WINs, and approval processes) accurately and a good record of documentation maintained for audit purposes.
Required Experience, Skills and Competencies:
  • 3~5 years of Customer Service experiences in Customer Support functions
  • Graduate University
  • Good written and verbal communication in English and Korean.
  • Knowledge of Orakle Enterprise One (E1) or SAP will be an added advantage.
Our ideal candidate embodies the following traits and values:
  • Customers First, Always. Owns the customers.
  • Commercial Acumen. Understands Customer Care’s role and contribution in the commercial go-to-market strategy. Recognizes the impact of recruiting and retaining customers and how the lifetime value of each customer is the most important driver of long-term success.
  • Drive for Results. Executes plans and meets short and long-term objectives. Drives metrics and key performance indicators.
  • Proactive. Generates ideas for improvement and follows up with action. Takes initiative.
  • User-Centered Innovation. Passionate, Curious & Inquisitive. Approaches problems from a customer perspective. Develops solutions with sustainable and scalable results. Innovation-minded.
  • Strategic Thought Leadership. Future-oriented. Thinks in terms of the big picture and sees how all pieces fit together.
  • Colleague Collaboration. Communicates openly and positively. Works with others toward a common goal. Values diversity. Creatively cross pollinates ideas from a diversity of colleagues.
  • Manages Change. Greets changes as opportunities. Drives change effectively. Sustains high energy and a positive attitude in the face of challenges.
  • Integrity. Honor commitments, communicates openly and demonstrates the highest ethical standards. Authentic and leads by example.
  • Inspirational. Brings out the best in team.
  • Relationship Building. Collaborates well with others. Builds effective business relationships.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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