Customer Service Representative

Johnson and Johnson; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading healthcare company in Riyadh is seeking a Customer Service Representative to manage orders and customer relations. The ideal candidate should be bilingual in English and Arabic, with at least 2-3 years of experience in customer service, preferably in a healthcare setting. A strong customer centricity and proficiency in IT tools are essential for success in this role. Attractive benefits and career development opportunities available.

Qualifications

• Completed secondary school education; ideally higher education.
• Communicative knowledge of English and Arabic.
• 2-3 years experience in customer service, preferably in healthcare.

Responsibilities

• Process inbound and outbound customer orders and enquiries.
• Maintain service level agreements and ensure excellent service delivery.
• Manage customer returns and support data management.

Skills

Customer Service experience

English language fluency

Arabic language proficiency

Good computer skills

Communication skills

Education

High school diploma or equivalent

Bachelor's or Master's degree (ideally)

Tools

Microsoft Office

SAP

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 Description: Job Purpose

Customer Service Representative, processing inbound and outbound orders, enquiries, complaints and information through multiple methods of communication. Ensure adequate preparation to effectively manage the customer relationship and carry out specific responsibilities for internal and external added value programs.

Dimensions

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.

Customer Service Representative is expected to provide a differentiated service to our external customer but be the representative for the customer internally as well.

Main Duties

• Processing all telephone, email orders, enquiries, complaints, and general information.
• Management of order placement process.
• Processing customer returns.
• Management of Credit & Debit Notes.
• Support Customer Master Data management.
• Outbound calls.
• Maintaining Service Level Agreements’ & EMEA Metrics (including Key Performance Indicators associated with role).
• Maintaining product, system & commercial knowledge to manage customer relationships.
• Attendance of face-to-face meetings with customers & other internal partners, hosting Customer Visits to site.
• Support the Commercial & Marketing business improvements initiatives.
• Management of the relationship between Supply Chain and Key Account team.

Key Competencies

Education

• Completed secondary school education (high school diploma or equivalent); ideally higher education level such as Bachelor or Master’s degree.
• A basic level of IT proficiency

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.
• 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.
• Ability for accurate data entry

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

Required Skills

Customer Centricity, English Communications, IT Tools

Preferred Skills

Eye Care, Microsoft Tools, SAP Basis