CUSTOMER SERVICE REPRESENTATIVE (with DUTCH - and French)

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/ .

Customer Service Representative (with Dutch and French)

Location: Paris, France (alternatively: Amersfoort, Netherlands)

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 telephone / email orders, enquiries, complaints, and general information


* Maintain SLA's & EMEA Metrics (including KPIs associated with role)


* Manage manual process for failed orders for EDI and eCommerce failures


* Manage & Implement Automation through EDI and eCommerce working with Internal partners


* Credit & Debit Note Management


* New Account & Amendment Management


* Returns Management


* Support internal & Business Improvement initiatives


* Maintain product, system & commercial knowledge to handle customer relationships


* Recall Management


* Outbound calling


* Support Commercial Partners

Knowledge / Experience / Skills

Essential:


* Native level skills / proficiency in Dutch, as primary job language, and French as secondary, are required


* English language capability is also necessary


* Experience of working in a Customer Service role


* Customer service orientation , 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, 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
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