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Bilingual Customer Service Representative I – Remote - CA

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<p style="text-align:left"><b>Work Schedule</b></p>First Shift (Days)<p style="text-align:inherit"></p><p style="text-align:left"><b>Environmental Conditions</b></p>Office<p style="text-align:inherit"></p><p style="text-align:left"><b><u>Job Description</u></b></p><p style="text-align:inherit"></p><p>Join Thermo Fisher Scientific to help customers find cures, protect the environment, and ensure food safety.</p><p></p><p><b>How will you make an impact?</b></p><p>You will get the chance to assist and manage customers’ inquiries, ultimately contributing to the growth of our business. Our Customer Service Representatives deliver exceptional customer service in a dynamic setting, engaging with internal and external contacts through inbound and outbound phone calls and emails.</p><p>As a remote Customer Service Representative, you will work from your home while holding yourself accountable for your success and proactively supporting our customers. Successful colleagues in this role are confident decision makers, enjoy problem solving and have technical proficiency. They love working within a virtual setting and have a passion for providing outstanding service to their customers.</p><p>The operating hours of our Customer Service Centre run from Monday to Friday, starting at 7:30 a.m. and concluding at 7:00 p.m. Eastern Standard Time. This position offers full-time hours totaling 40 hours per week, with the potential for occasional voluntary overtime. The role is entirely remote, and all necessary equipment will be supplied.</p><p></p><p><b>Key Responsibilities:</b></p><ul><li>Provide support to our customers by processing orders, requests for pricing, product availability, order status, delivery, billing questions as well as returns and credits.</li><li>Resolve customer complaints and address concerns as appropriate with the goal of first contact resolution.</li><li>Answer product or service inquiries, troubleshoot and support our customers in facilitating communication for technical assistance.</li><li>Partner with other departments within Thermo Fisher Scientific and with our suppliers to find solutions.</li><li>Follow established performance metrics including but not limited to quality standards, after call work, adherence, and follow-up on all actions in accordance with departmental standards.</li><li>Assist in working to increase revenue by offering substitutes and / or alternative products where applicable.</li><li>Make recommendations on areas for process improvements.</li></ul><p></p><p><b>Education</b></p><ul><li>High school graduate or equivalent experience; bachelor’s degree preferred, or a similar combination of education and experience.</li><li>Internet service and access for a hardwire connection to your internet.</li><li>A private, distraction-free, designated workspace is required. A separate room with a door is recommended.</li></ul><p></p><p><b>Experience</b></p><ul><li>1+ years of experience in a customer service role, customer call center experience is a plus.</li></ul><p></p><p><b>Knowledge, skills, and abilities</b></p><ul><li>French/English bilingualism with strong verbal and written communication skills in both languages is preferred.</li><li>Time management skills with ability to prioritize and multi-task while maintaining accuracy and quality in your work.</li><li>Practices active listening with the ability to maintain composure and a positive demeanor during difficult times.</li><li>Proficient PC skills in Microsoft Office and strong typing skills required; able to work in multiple systems concurrently using multiple monitors.</li></ul><p></p><p></p><p></p><p></p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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