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Prepare STAR stories on coaching under volume, hard escalations, and improving first-contact resolution. Ask how Singapore customer care is structured, which Thermo Fisher products the team covers, and how success is measured (CSAT, AHT, quality audits).
Strong fit if you enjoy frontline leadership in a large science-and-tech services setting, on-site in Singapore, and can turn messy customer issues into calm, measurable team habits. Weak fit if you need remote work or pure individual-contributor support without people management.
As a Customer Care Supervisor at Thermo Fisher Scientific in Singapore, a typical day likely balances people leadership with service quality: coaching agents on scientific/customer cases, reviewing queues and escalations, aligning SLAs with lab or commercial stakeholders, and turning recurring issues into process fixes. On-site collaboration (non-remote) means floor presence, handoffs with local teams, and clear written updates for global product or support partners.
No occupation or certification package was supplied. For this title, prioritize coaching, queue/SLA metrics, de-escalation, CRM discipline, and clear written English; add product literacy for lab/forensics or software support as the business line requires.
No—the listing marks remote as off; expect Singapore-based, on-site or hybrid office presence as the employer defines it.
Coverage highlights product and operations activity (e.g., rapid DNA approval, QA software, and U.S. workforce changes)—not Singapore-specific culture or pay data.
No cert family or resources were provided for this posting; confirm any mandatory training with the recruiter.
Website: thermofisherscientific.com
Public cache only — not an employee review.
Supervisor, Customer Care at ThermoFisher Scientific, Singapore What This Role Involves In this role, you will provide on-site leadership and day-to-day supervision to a team of Customer Care Representatives (CCR) who service our commercial clients in Singapore. Your responsibilities include mentoring CCRs, ensuring high-quality customer support, and driving operational excellence. Day-to-Day Responsibilities Mentor and coach Customer Care Representatives to enhance their performance and develop their skills. Ensure compliance with company policies and procedures related to customer service. Oversee the day-to-day operations of the team, including scheduling and managing workloads. Identify training needs for the team and facilitate continuous improvement in customer care processes. Collaborate with cross-functional teams to resolve complex issues and improve overall customer satisfaction. What You Bring A minimum of 3 years of experience in a supervisory role within a customer service environment. Strong interpersonal and communication skills, both written and verbal. The ability to provide clear guidance and support to team members while maintaining high standards of performance. Experience with CRM systems and basic data analysis tools is preferred. Working at ThermoFisher Scientific At Thermo Fisher, our customers are our top priority. As a member of the team, you will play a crucial role in providing on-site leadership and day-to-day supervision to a team of Customer Care Representatives (CCR) who service our commercial clients in Singapore. Next Steps To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.
Generated for personal interview prep · 2026-08-02 UTC · getajob.ai