Customer Service Representative

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Johnson & Johnson Full time

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. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com.

Job Function

Customer Management

Job Sub Function

Customer Service Operations

Job Category

Business Enablement/Support

All Job Posting Locations

Riyadh, Saudi Arabia

Job DescriptionYour Main Responsibilities include - but are not limited to:
  • Processing all telephone, email orders, enquiries, complaints, and general information.
  • Management of backorders information.
  • Support the Commercial & Marketing Team.
  • Management of the relationship between Supply Chain and Key Account team.
  • Support internal & Business Improvement initiatives.
  • Maintaining Service Level Agreements & EMEA Metrics (including Key Performance Indicators associated with role).
  • Maintaining product, system & commercial knowledge to manage customer relationships.
  • Support Sales & Marketing initiatives.
  • Processing all customer returns.
  • Credit & Debit Note Management.
  • Management of outbound automation campaigns.
  • Attendance of face-to-face meetings with customers & other internal partners, hosting Customer Visits to site.
  • Reporting on metrics and functionality out to internal customers.
  • Support Automation Campaigns, the system set up and testing.
  • Set up new accounts and making amendments to data.
  • Recall Management.
  • Outbound calling.
Essential Your Qualifications
  • 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.
  • High School diploma or equivalent; ideally higher education level such as Bachelor's or Master's degree.
  • Good computer skills, e.g. MS Office (Word, 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.
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.

Remote work options may be considered on a case-by-case basis and if approved by the Company.

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