Customer Service Representative

6 months ago

Riyadh, Saudi Arabia Johnson & Johnson Full time

**About Johnson & Johnson**

Johnson & Johnson Medical is recruiting several **Customer Service Representatives**

**Location**: Riyadh, Kindgdom of Saudi Arabia

As **Customer Service Representative **you are a front-line communicator, processing inbound and outbound orders, enquiries, complaints and information through multiple methods of communication. You ensure adequate preparation to effectively manage the customer relationship and carry out specific responsibilities for internal and external added value programs.

**Job Purpose**

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.

Not only is the Customer Service Representative expected to provide a differentiated service to our external customer but be the representative for the customer internally as well. Whether this be supporting business improvement initiatives, hosting visits from internal stakeholders or out on field visits to better understand the customer we serve.

**Your Main Responsibilities include -but are not limited to**:

- 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.

**Qualifications**:
**Your Qualifications**

**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.
- 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 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.

**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

For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.

We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences.

That is why we are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are.

Diversity, Equity & Inclusion at Johnson & Johnson means “You Belong”

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