Danaher Corporation Call Center Agent_Shanghai in Shanghai, China
Danaher Company Description
At Beckman Coulter, we are dedicated to advancing and optimizing the laboratory. For more than 80 years, we have been a trusted partner for laboratory professionals, helping to advance scientific research and patient care. We do challenging work on a global scale, and are invested in growing our associates’ careers. We embrace continuous improvement, and are passionate about moving science and healthcare forward.
We have a vital role at Beckman Coulter: our focus on innovation, reliability and efficiency has led us to become the partner of choice for clinical, research and industrial customers all over the world.
Beckman Coulter is a Danaher company, operating in two industries: Diagnostics and Life Sciences.
- Respond customer calls and assess customer requirement and determine the most cost effective way to resolve a customer problem - Exercise judgment within procedures and practices to determine a resolution at optimal fix rate to achieve efficiency - Interface with service engineers and coordination resources to arrange field engineer dispatching in order to resolve customer problem on a timely manner - Monitor and collect customer complaint data in order to enhance customer satisfaction - Analyze Call Center issues, escalate to field service managers for prompt actions - Maintain customer call records and process to meet service and quality system requirement - Recommends changes on call procedures, field service and training, etc. - Fulfill region service job during turning the role between FSE and Call center agent - Provide professional service training to engineers and customers - Provide data of instrument performance to internal and external engineers
Three years working experience and related education background is preferred. Being experienced in the customer service is preferred. This position also requires: - A highly motivated individual who is willing to take on new challenges and leading to ensure successful operation of the Call Center in Shanghai - Knowledge of China service strategy and dealers' operation - Open to change and improvement - Excellence communication, negotiation, teamwork and people skills - Field technical and products knowledge - Good analytical and process oriented skills - Capable of dealing with conflicts (internal, external) and turn conflicts into opportunity for improvement - Good computer skill on Words, PowerPoint and Excel - Excellent English skills in speaking, reading and writing
Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Organization: Beckman Coulter - Diagnostics
Job Function: Customer Support
Primary Location: Asia Pacific-China-China-Shanghai
Req ID: BEC011860