Customer Service Representative

Customer Service Representative

Johnson & Johnson Vision is recruiting for Customer Service Representative to be located in Istanbul, Turkey.

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that's reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient's lifetime.

Your unique talents will help patients on their journey to wellness.

Job Purpose

A front-line communicator, 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 programmes.

Contribute to the achievement of the departmental service level agreements ensuring excellent service delivery with every interaction and moving to a first contact resolution and complete ownership of the customer experience.

Responsibilities:

• Processing all type of orders received through various channels, queries, complaints, and general information. Outbound call management.
• Maintain SLA's & EMEA Metrics (including KPIs associated with role).
• Returns, Credit & Debit Note Management.
• Consignment and reconciliation management.
• Manage & Implement Automation through various available tools and drive touchless operations. Manage manual process for failed orders for EDI and eCommerce failures.
• New Account & amendments management.
• Support internal & business improvement initiatives.
• Maintain product, system & commercial knowledge to manage customer relationships
• Support Commercial Partners and liaise with key departments to co-ordinate daily activities
• Support Sales & Marketing initiatives
• Enforce and ensure compliance with new and existing JJ policies, Standard Operating Procedures, participate in internal and external quality audits to maintain high standards.
• Stay current with processes and product updates through our Learning Management System, training sessions, and external courses.

Knowledge / Experience / Skills:

Essential:

• Turkish Language proficiency
• English language capability
• Experience of working in a Customer Service role
• Customer mindset, able to demonstrate understanding and give examples of putting the customer at the forefront of solutions offered
• Self-motivated, committed team player
• Effective Communication skills in both written and verbal
• Proactive approach to problem solving/complaint handling
• Good computer skills including data input (Knowledge of Customer Relationship Management systems would be useful)
• Able to work well under pressure and work in a fast-paced and busy environment
• Organisational, numerical, and administrative skills

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:

Preferred Skills:

Accountability, Communication, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Inquiry Handling, Omni-Channel Support, Problem Solving, Process Oriented, Report Writing, Self-Service Tools, Service Request Management, Training Administration