Customer Service Representative

About Johnson & Johnson

At Johnson & Johnson, we are committed to advancing healthcare innovation to create a world where complex diseases are prevented, treated, and cured. Our expertise spans Innovative Medicine and MedTech, enabling us to deliver smarter, less invasive treatments and personalized healthcare solutions. Guided by Our Credo, we foster an inclusive work environment that values the diversity and dignity of our employees globally. We recognize individual merit and provide opportunities for professional growth while maintaining a strong focus on customer-centric values.

Job Overview

As a Customer Service Representative at Johnson & Johnson, you will play a pivotal role in managing customer interactions, ensuring seamless order processing, and delivering exceptional service. This position is based in Riyadh, Saudi Arabia, and falls under the Customer Management function within Customer Service Operations. You will serve as the primary point of contact for customers, addressing inquiries, processing orders, and resolving complaints through various communication channels. Your responsibilities will extend beyond external customer support to include internal advocacy, ensuring that customer needs are represented across the organization.

Key Responsibilities

• Order Processing and Management: Handle inbound and outbound orders, including telephone and email communications, ensuring accuracy and timely fulfillment. Manage the order placement process, process customer returns, and handle Credit & Debit Notes as required.
• Customer Support and Relationship Management: Address customer inquiries, complaints, and general information requests with a customer-centric approach. Maintain and update customer master data to ensure accuracy and completeness. Represent the customer internally by collaborating with supply chain and key account teams to resolve issues and improve service delivery.
• Performance and Compliance: Adhere to service level agreements (SLAs) and EMEA metrics, including key performance indicators (KPIs) associated with the role. Maintain up-to-date knowledge of products, systems, and commercial processes to enhance customer interactions. Support commercial and marketing initiatives aimed at improving business operations and customer satisfaction.
• Communication and Collaboration: Attend face-to-face meetings with customers and internal partners, including hosting customer visits to the site. Facilitate effective communication between customers and internal teams to ensure alignment and resolution of issues.

Qualifications and Skills

To excel in this role, you should possess the following qualifications and competencies:

• Education: A completed secondary school education or higher, such as a master’s degree.
• Language Proficiency: Fluency in English (advanced level) and Arabic (native speaker or advanced level). Additional EMEA language capabilities are desirable.
• Experience: 2-3 years of experience in a customer service role, preferably within a corporate or healthcare/medical setting. Familiarity with the Eye Care Profession (ECP) or experience working with ECPs is advantageous.
• Technical Skills: Proficiency in Microsoft Office (Word, Excel, Outlook) and basic IT skills. Knowledge of SAP is preferred but not mandatory. Familiarity with data entry, contract management, and customer support platforms is beneficial.
• Soft Skills: Strong communication skills, both verbal and written, with the ability to articulate clearly over the phone. A customer-centric mindset with a proactive approach to problem-solving and complaint handling. Excellent organizational skills, attention to detail, and the ability to work well under pressure.
• Personal Attributes: Self-motivated, committed team player with a proactive attitude. Emotional intelligence and the ability to manage issue escalation effectively. Sound administrative skills and a commitment to maintaining accurate data records.

Why Join Johnson & Johnson?

As a global leader in healthcare, Johnson & Johnson offers a dynamic and inclusive work environment where you can make a meaningful impact. You will have the opportunity to work alongside industry experts, contribute to innovative healthcare solutions, and grow both personally and professionally. Our commitment to diversity, equity, and inclusion ensures that every employee is valued and empowered to succeed. If you are passionate about delivering exceptional customer service and driving business excellence, we invite you to apply and become part of our mission to improve health for humanity.