Job Description

Position: Customer Service Agent

Reporting to: Customer Service Team Lead / or Customer Service Supervisor

Location: Midrand, Johannesburg, South Africa

Contract: MedTech Customer Service

About J&J:

For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.

We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences.

That is why we in Ireland are working to create an inclusive environment where diverse backgrounds, perspectives and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are.

Diversity, Equity & Inclusion at Johnson & Johnson means xe2x80x9cYou Belongxe2x80x9d

Job Summary:

To provide professional customer service and support to all customers by providing quality services through accurate processing of all customer orders and resolution of disputes and general enquiries first time and on time to meet customer expectations compliantly.

To achieve performance and operational targets and maximise the benefit and opportunities derived from postive customer relationships to ultimately assist in the retention and growth of company sales.

Ensure all administrative duties are well executed according to all SOPs and good document practices are adhered to in accordance with the compliance policies

The responsibilities & the impact YOU will have:

Manage all customer emails and telephone calls in the SFDC platform within the required response times to achieve a satisfactory resolution.

Ensure all orders are processed in the appropriate timeframes to meet different customers SLA

Enter all transactions accurately first time to prevent errors.

Ensure delivery of stock orders within time frames as stipulated by the customer to meet customerxe2x80x99s SLA and expectations.

Respond to customerxe2x80x99s enquiries and resolve disputes using initiative within the required response time. Seek assistance from Team Lead when needed to determine appropriate solution.

Manage daily workload and support colleagues by sharing workload when required, to meet customer expectations and departmental goals and objectives.

Adherence to all business rules, policies, regulations and ensure good document management to ensure overall compliance and achieve zero Audit findings.

Complete all assigned Compliance Training within required time frames/ by Due dates as stipulated.

Supports and develops a positive working environment amongst team members that fosters commitment, high energy, innovation, teamwork, customer dedication and continuous improvement.

Develop strong relationships with customers, commercial and operational partners to provide positive and professional customer service and support.

Interact with and support colleagues through best practice sharing of processes and ERP system knowledge

Supports and engages in CREDO activities

Additional activities that may be required from time-to time:

To assist with customer specific projects or activities to help to resolve disputes.

To assist with documentation & reconciliation of case details to support Customer Disputes

Some activities / project specific may require time spent at the specified customer/ hospital and will be assigned accordingly

Johnson & Johnson