Customer Experience Center Lead

At Thermo Fisher Scientific, we are dedicated to providing our customers with exceptional experiences. That's why we are seeking a highly motivated and customer-centric individual to join our team as the Customer Experience Center Lead. In this role, you will be responsible for leading and managing our customer experience center team, ensuring that our customers receive the highest level of service and support. If you have a passion for delivering outstanding customer experiences and possess strong leadership skills, we invite you to apply for this exciting opportunity.

1. Develop and implement strategies to enhance the overall customer experience at the Thermo Fisher Scientific Customer Experience Center.
2. Lead and manage a team of customer experience representatives, providing guidance, support, and training as needed.
3. Monitor and evaluate team performance to ensure that customer service standards are consistently met or exceeded.
4. Collaborate with cross-functional teams, such as sales and marketing, to identify opportunities for improving the customer experience.
5. Handle complex customer inquiries and complaints, ensuring timely and satisfactory resolution.
6. Develop and maintain strong relationships with key customers to ensure their ongoing satisfaction and loyalty.
7. Continuously gather and analyze customer feedback to identify areas for improvement and make recommendations for process and service enhancements.
8. Oversee the maintenance of customer databases and ensure accurate and up-to-date customer records.
9. Stay up-to-date on industry trends and best practices in customer experience and share insights with the team.
10. Develop and maintain standard operating procedures for the customer experience center and ensure compliance among team members.
11. Collaborate with senior management to set and achieve customer experience goals and targets.
12. Plan and organize customer events and workshops to promote our products and services.
13. Conduct regular training sessions to educate team members on the latest products, services, and processes.
14. Ensure that all activities and processes comply with company policies and regulations.
15. Foster a positive and collaborative work environment that promotes teamwork, open communication, and continuous improvement.

According to JobzMall, the average salary range for a Customer Experience Center Lead in Hyderabad, Telangana, India is approximately ₹ 8,00,000 – ₹ 12,00,000 per year. However, this can vary depending on the specific company, industry, and individual experience and qualifications.

Thermo Fisher Scientific is a U.S.-based provisioner of scientific instrumentation, reagents and consumables, and software and services to healthcare, life science, and other laboratories in academia, government, and industry.