Customer Service Representative (H/F)

Brighter Signals; Issy-les-Moulineaux; On-site; EUR 32,000 - 51,000; Full time

Benefits offered by this job

Annual bonus

Vacation days

Parental leave

Bereavement leave

Caregiver leave

Well-being reimbursement

Insurance plans

Job summary

Johnson & Johnson in Issy-les-Moulineaux, France is seeking a Customer Management specialist to handle front-line orders, inquiries, and returns. You will maintain service levels and help resolve issues across multiple channels, aiming for first-contact resolution and high customer satisfaction.

The role requires bilingual English, call-center experience preferred, strong communication and problem-solving skills, and proficiency with common software tools.

Qualifications

• Bilingual English required.
• Experience in a Customer Service role, preferably in a call center.
• Empathy and ability to resolve issues to value the customer.
• Strong teamwork, motivation and commitment.

Responsibilities

• Process orders, inquiries, complaints, and information via phone/email.
• Maintain SLA and EMEA metrics.
• Handle EDI and eCommerce orders that fail.
• Support automation of orders via EDI/eCommerce with internal partners.
• Manage credit/debit notes.
• Create or modify customer accounts.
• Track returns.
• Develop product knowledge and commercial/technical knowledge to manage client relations.
• Manage product recalls.
• Make outbound calls.
• Support commercial partners and sales/marketing initiatives.

Skills

Bilingual English

Customer service experience

Empathy

Team spirit

Written & spoken communication

Proactive problem solving

Under pressure

Tools

SAP

Microsoft Office

Job description

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function

Customer Management

Job Sub Function

Customer Service Operations

Job Category

Professional

All Job Posting Locations

Issy-les-Moulineaux, France

Job Description

Missions

En front office, vous traitez les commandes entrantes et sortantes, les demandes de renseignements, les réclamations et les informations via de multiples outils de communication. Vous mettez tout en œuvre pour gérer efficacement la relation client et vous contribuez à apporter une valeur ajoutée au service en interne et en externe.

Vous contribuez à l’optimisation du niveau de service en assurant une excellente prestation de service à chaque interaction et en veillant à la résolution au premier contact pour valoriser l'expérience client.

Activités principales

• Traiter toutes les commandes, demandes de renseignements, réclamations et informations générales par téléphone/e-mail
• Maintenir les métriques SLA et EMEA (y compris les KPI associés au rôle)
• Traiter manuellement les commandes EDI et eCommerce tombées en erreur
• Contribuer à l'automatisation des commandes via l'EDI et le eCommerce en collaboration avec des partenaires internes
• Gérer les notes de crédit et de débit
• Gérer les créations et modifications de comptes client
• Suivre les retours
• Acquérir la connaissance produits, les connaissances commerciales et techniques pour gérer les relations avec les clients
• Gérer des rappels produit
• Gérer des appels sortants
• Soutenir les partenaires commerciaux
• Soutenir les initiatives de vente et de marketing

Connaissances, compétences et aptitudes requises

Indispensable

• Bilingue Anglais
• Expérience dans un Service Client, de préférence en centre d’appels.
• Empathie, capacité à faire preuve de compréhension et à trouver des solutions pour valoriser le client
• Esprit d'équipe, motivation et engagement
• Capacité à communiquer ouvertement à l’écrit et à l’oral
• Approche proactive de la résolution des réclamations
• Bonnes compétences en informatique, y compris la saisie de données
• Capacité à être efficace sous pression et à travailler dans un environnement au rythme rapide et soutenu, réactivité
• Compétences organisationnelles, numériques et administratives

Souhaitable

• Maîtrise du Neerlandais serait un plus.
• Connaissance / Compétences SAP
• Compétences Microsoft Office (Excel, Outlook, Word, Power Point)
• Connaissance d’une 3ème langue (en plus du français et anglais)
• Compréhension du domaine de la santé oculaire ou expérience au sein d’une structure de santé oculaire

Required Skills

Preferred Skills

The Anticipated Base Pay Range For This Position Is

€32,000.00 - €51,405.00

Benefits

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

• This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.