Customer Service Representative📣 Job Ad

About the Customer Service Representative Role

Johnson & Johnson MedTech is seeking a Customer Service Representative to join their team in Riyadh. This full-time position involves managing customer interactions and processing orders and inquiries to ensure excellent service delivery. The role requires a proactive individual committed to customer satisfaction and internal collaboration.

Role Purpose and Contribution

The Customer Service Representative is responsible for processing inbound and outbound orders, handling inquiries, complaints, and providing information through various communication channels. This role plays a key part in managing customer relationships and supporting internal and external value-added programs. The objective is to contribute to departmental service level agreements by ensuring a high standard of service delivery, aiming for one-contact resolution and complete ownership of the customer experience. This position acts as a representative for the customer internally.

Key Responsibilities

• Processing all telephone and email orders, inquiries, complaints, and general information requests.
• Managing the order placement process.
• Processing customer returns.
• Managing Credit & Debit Notes.
• Supporting Customer Master Data management.
• Conducting outbound calls.
• Maintaining Service Level Agreements and EMEA Metrics, including Key Performance Indicators.
• Maintaining product, system, and commercial knowledge to effectively manage customer relationships.
• Attending face-to-face meetings with customers and internal partners, and hosting customer visits to the site.
• Supporting Commercial & Marketing business improvement initiatives.
• Managing the relationship between Supply Chain and the Key Account team.

Required Qualifications and Experience

• Completed secondary school education or a master’s degree.
• A basic level of IT proficiency.
• Communicative fluency in English (advanced level).
• Native speaker or advanced fluency in Arabic.
• 2-3 years of experience in a Customer Service role, preferably within a corporate or medical/healthcare setting.
• Good computer skills, including MS Office (Word, Excel, Outlook), and familiarity with the Internet.
• A customer-focused mindset with the ability to demonstrate understanding and provide examples of prioritizing customer needs.
• Self-motivated attitude and the ability to be a committed team player.
• A proactive approach to problem-solving and complaint handling.
• Sound administrative and accurate data entry skills.
• Excellent verbal and written communication skills, including clear pronunciation over the phone.
• Ability to work effectively under pressure.
• Capability for accurate data entry.

Desirable Skills and Knowledge

• Knowledge or proficiency in SAP.
• Proficiency in Microsoft Office Suite.
• Additional EMEA language capability.
• Understanding of the Eye Care Profession (ECP) or experience working with ECPs.

Work Environment and Location

This is a full-time position based in Riyadh. The role involves direct interaction with customers and internal teams, requiring attendance at face-to-face meetings and potentially hosting customer visits.