Customer Service Team Lead

3 weeks ago


Singapur, Singapore Bio-Rad Full time

About the Role:

We are seeking a highly skilled and experienced Customer Service Team Lead to join our dynamic team at Bio-Rad. As a key member of our customer service team, you will be responsible for leading a team of customer service professionals, fostering a collaborative and productive work environment.

Key Responsibilities:

  • Supervise and mentor a team of customer service professionals, ensuring they have the necessary skills and knowledge to provide exceptional customer service.
  • Actively participate in sales calls and provide support to team members, ensuring seamless interactions between sales and customer service.
  • Utilize advanced Excel knowledge to work with reports, perform data analysis, and implement corrective actions for continuous improvement.
  • Ensure daily order entry, prioritize order accuracy, and maintain a zero backlog to exceed customer expectations.
  • Oversee dispute resolution processes, handle escalations, and manage investigations to provide timely and effective solutions.
  • Collaborate with the team to meet and exceed business targets, with a focus on order processing efficiency and accuracy.
  • Monitor and ensure a high telephone pick-up rate to deliver superior customer service.
  • Manage day-to-day customer service activities, ensuring smooth and efficient operations across multiple regions.
  • Actively contribute to various team meetings and events to align with company strategies and goals.

Requirements:

  • Fluency in English and German (mandatory); any additional local language is advantageous.
  • Proven experience in people management and team leadership.
  • Strong interpersonal and communication skills.
  • Proficiency in Microsoft Excel and data analysis.
  • Familiarity with SAP and BI analytics (an advantage and a plus).
  • Exceptional problem-solving and decision-making abilities.
  • Excellent organizational and time management skills.
  • Previous experience in customer service or a related field.
  • Ability to handle high-pressure situations and meet strict deadlines.

About Bio-Rad:

For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe.

Benefits:

  • Life and accident insurance.
  • Private Health Care Services – unlimited examinations, checkups in numerous specialties free of charge.
  • Competitive salary and cafeteria.
  • 100% commuting allowance for non-Budapest residents.
  • Annual bonus.
  • Annual salary review.
  • Marriage and childbirth allowance.
  • School start allowance.
  • Loyalty award.
  • Employee Referral Program with remarkable referral bonus.
  • All You Can Move contract possibility/gym facility discount.
  • Hybrid working model (3 days onsite and 2 days home office/week).


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