high impact service delivery role - Singapore - beBeeCustomerCare

    beBeeCustomerCare
    beBeeCustomerCare Singapore

    1 week ago

    Job title: SG Service and Customer Care Lead

    Description

    Job Opportunity

    Thermo Fisher Scientific is seeking an In-Country Service & Customer Care Leader to ensure outstanding service delivery and customer happiness locally.

    • This role plays a key part in our Service Support team, coordinating call centre operations, billable order management, and service planning.


    Key Responsibilities:



    • Lead outsourced call centres by supervising daily operations, ensuring SLA compliance, resolving escalations, and coordinating performance reviews.


    • Maintain and analyze the Daily Management (DM) dashboard for performance metrics.


    • Support continuous improvement by driving process efficiency initiatives and ensuring adherence to ISO standards.


    • Collaborate with internal teams to communicate process gaps or critical issues to Regional SCC leadership for seamless service delivery.



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