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Bilingual Customer Service Agent

3 months ago

Ottawa, Ontario, Canada Thermo Fisher Scientific Full time
It's more than just something that fills our days. At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and creates meaningful outcomes. Our work matters.

We're sharing our expertise and technological advancements with customers, helping them make the world a better place - whether they're discovering a cure for cancer, protecting the environment or making sure our food is safe.


As a member of the Thermo Fisher Scientific team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment or making sure our food is safe.

Your work will have real-world impact We will support you in achieving your career goals every step of the way.


How will you make an impact?

What will you do?

Key Responsibilities:

  • Responds to and resolves internal and external customer requests and inquiries which may involve pricing, product availability or returns, and delivery.
  • Interacts with multiple areas including Operations, Technical Support, Logistics, Purchasing and Sales and Marketing to ensure timely and accurate shipment of product and issue resolution.
  • Identifies customer needs, and appropriate course of action within established performance expectations and departmental procedures.
  • Assesses situation and advances issues as appropriate.
  • Documents transactions and performs followup actions in accordance with departmental standard operating processes and procedures.
  • Stays abreast of new processes and initiatives within the company.
  • Completes all other duties as assigned.

How will you get there?

Minimum Qualification

  • Fluently Bilingual French and English both Written and Oral
  • High school graduate
  • 1 plus years of call center or customer service experience.
  • Must be proficient in Microsoft Office, including Word, Outlook and Excel.

Knowledge, Skills, and Abilities

  • Willingness and ability to adhere to structured telephone schedule.
  • Strong keyboarding skills.
  • Demonstrates superior communication including active listening and questioning skills.
  • Ability to exhibit perseverance and kindness.
  • Ability to diffuse customer dissatisfaction.
  • Excellent problem solving skills.
  • Professional written and verbal skills.
  • Demonstrates attention to detail and quality.
  • Ability to multitask and work in fast paced environment.
  • Works independently and demonstrates resourcefulness.
  • Excellent interpersonal skills/friendly and outgoing personality; enjoys assisting others.
  • Adaptable and flexible.

Physical/Environmental requirements**
Physical Activities

  • Sits 90%, walks and stands intermittently during working day.
  • Uses headset 90%
  • Keyboarding 7590%
  • Handles papers and office equipment. 10%
  • Stoops and bends when using files. 10%
**About Thermo Fisher Scientific