Customer Service Representative📣 Job Ad

About Johnsons and Johnsons

At Johnsons and Johnsons, we are committed to healthcare innovation, striving to build a world where complex diseases are prevented, treated, and cured, and where treatments are smarter and less invasive. With expertise in Innovative Medicine and MedTech, we are uniquely positioned to deliver breakthroughs that profoundly impact health for humanity. Guided by Our Credo, we are dedicated to fostering an inclusive work environment that respects diversity and recognizes the merit of each individual.

Customer Service Representative, Riyadh

Johnsons and Johnsons is seeking a Customer Service Representative to join our team in Riyadh. This full-time role is designed for individuals with 0-1 years of experience who are dedicated to providing excellent customer service. The role involves processing inbound and outbound orders, enquiries, complaints, and information through various communication methods, ensuring effective customer relationship management.

Key Responsibilities

• Process all telephone and email orders, enquiries, complaints, and general information.
• Manage the order placement process, including processing customer returns and managing Credit & Debit Notes.
• Support Customer Master Data management and conduct outbound calls as necessary.
• Contribute to the achievement of departmental Service Level Agreements (SLAs) and EMEA Metrics, including Key Performance Indicators (KPIs), aiming for one-contact resolution and complete ownership of the customer experience.
• Maintain up-to-date product, system, and commercial knowledge to effectively manage customer relationships.
• Attend face-to-face meetings with customers and internal partners, and host customer visits to the site.
• Support Commercial & Marketing business improvement initiatives.
• Manage the relationship between the Supply Chain and Key Account teams.

Qualifications and Experience

• Completed secondary school education or a master’s degree.
• 0-1 years of professional experience.
• Basic to good IT proficiency, including strong computer skills with Microsoft Office (Word, Excel, Outlook) and familiarity with internet applications.
• Knowledge and proficiency in SAP is required.

Required Skills and Attributes

• A strong customer mind-set, with the ability to demonstrate understanding and prioritize customer needs in solutions.
• Self-motivated attitude and a committed team player.
• Proactive approach to problem-solving and complaint handling.
• Sound administrative skills and proven ability for accurate data entry.
• Excellent verbal and written communication skills, including clear pronunciation over the phone.
• Ability to work effectively under pressure.
• Additional EMEA language capability is advantageous.
• An understanding of the Eye Care Profession (ECP) or experience working with ECPs is advantageous.

Work Environment

As a Customer Service Representative in Riyadh, you will operate within an inclusive work environment that values diversity and individual contributions. This role requires a commitment to providing a differentiated service to external customers while also representing customer needs internally.