J&J Egypt is recruiting for a Customer Service Associate (French speaker) to be located in Egypt.
Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.
Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. And our culture is interconnected by the shared values of Our Credo . It’s a culture that celebrates diversity and diverse perspectives. It helps employees achieve an effective mix between work and home life and supports their efforts to have a positive impact on their communities.
Summary of the job:
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Responsible for responding to customer inquiries and resolving customer complaints. Also accountable for maintaining a high level of customer satisfaction through timely and correct order processing.
Essential duties and responsibilities:
➢ Investigates and resolves customer complaints regarding billing, shipping delays and products
➢ Responds to customer inquiries regarding orders, changes, cancellations, delivery dates, application of
products, and pricing
➢ Owner of the Order Receipt and Processing on the system: Processes orders by inputting to system, providing confirmation to customers regarding order receipt and availability
➢ Generates non-routine correspondence to secure additional customer information or resolve customer disputes
➢ Serves as liaison with sales, manufacturing, purchasing, engineering and shipping personnel to handle customer inquiries and complaints
➢ Solicits and tracks customer feedback
➢ Conducts customer surveys
➢ Analyzes and reports on results. Tracks carrier performance and alerts management when performance metrics aren't met
➢ Point of contact for customers for claims
➢ Places orders for replacement parts and/or for correcting errors such as shipment of wrong item or shortages
➢ Point of contact for customers for claims
Other features of the job:
➢ Observes and promotes all regulatory requirements as defined per applicable regulations, rules and procedures established by the Company, and notifies any violation or deviation to the immediate supervisor or appropriate authority
➢ Complies with own training requirements to perform duties of own job
Qualifications
➢ A Bachelor’s degree, preferably in Supply Chain
Skill Sets and Competencies:
➢ High Sense of Customer Service and Ownership
➢ Ability to work on their own initiative and proactively interact with teams to obtain information
➢ Ability to identify areas that require improvements and suggest plans for remediation
➢ Ability to react quickly and decisively to constantly changing demands
➢ Excellent PC and data bases skills; JDE knowledge is an advantage
➢ Customer and performance oriented
➢ Good Team player
➢ Good interpersonal skills
➢ Very good English and French
➢ Generally, requires (2-4) years related experience
➢ Good Communication Skills
➢ Organization and priority setting
➢ Team player
➢ Works well under pressure and in stressful situations
➢ Analytical Capability
➢ Attention to detail
➢ Solution oriented
➢ Responds quickly and positively to constructive criticism
➢ Communication – Both verbal and written
➢ Good knowledge of Excel and PowerPoint
➢ Knowledge in Logistics, Shipping/Freight forwarding
