Customer Service Representative

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal.

Location: Riyadh, Saudi Arabia

Job Function

Customer Management

Job Sub Function

Customer Service Operations

Job Category

Business Enablement/Support

Job Purpose

Customer Service Representative, processing inbound and outbound orders, enquiries, complaints and information through multiple methods of communication. Ensure adequate preparation to effectively manage the customer relationship and carry out specific responsibilities for internal and external added value programs.

Dimensions

Contribute to the achievement of the departmental service level agreements ensuring excellent service delivery with every interaction and moving to a one contact resolution and complete ownership of the customer experience.

Main Duties

• Processing all telephone, email orders, enquiries, complaints, and general information.
• Management of order placement process.
• Processing customer returns.
• Management of Credit & Debit Notes.
• Support Customer Master Data management.
• Outbound calls.
• Maintaining Service Level Agreements' & EMEA Metrics (including Key Performance Indicators associated with role).
• Maintaining product, system & commercial knowledge to manage customer relationships.
• Attendance of face to face meetings with customers & other internal partners, hosting Customer Visits to site.
• Support the Commercial & Marketing business improvements initiatives.
• Management of the relationship between Supply Chain and Key Account team.

Education

• Completed secondary school education (high school diploma or equivalent); ideally higher education level such as Bachelor or Master's degree.
• A basic level of IT proficiency.

Essential

• English language (Communicative knowledge - fluency/advanced level).
• Arabic language (native speaker or fluency/advanced level).
• Customer Service role experience; preferably 2 3 years in a corporate and/or a medical/healthcare setting.
• Good computer skills, e.g. MS Office (Word and Excel and Outlook), familiarity with Internet, etc.
• Customer mind set, with the ability to demonstrate understanding and give examples of putting the customer at the forefront of solutions offered.
• Self motivated attitude and committed team player abilities.
• Proactive approach to problem solving/complaint handling.
• Sound administrative and accurate data entry skills.
• Excellent communication skills, both verbal and written - e.g. clear pronunciation over the phone.
• Ability to work well under pressure.
• Ability for accurate data entry.

Desirable

• Knowledge / Proficiency of SAP.
• Proficiency in Microsoft Office.
• Additional EMEA language capability.
• Understanding of the Eye Care Profession (ECP), or experience of working with ECP's advantageous.

Required Skills

Customer Centricity, English Communications, IT Tools

Preferred Skills

Eye Care, Microsoft Tools, SAP Basis