Customer Service Associate - JobzEG

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الاثنين، 24 مايو 2021

Customer Service Associate

 Customer Service Associate

Johnson & Johnson



Job Description


Janssen Egypt is recruiting for a Customer Service Associate to be located in Cairo.


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:


The main task of the Customer Service representative is to manage the end-to-end distributor claims with stakeholders to drive process improvement, cost-efficiencies and customer satisfaction.


Duties & Responsibilities

Act as a link between all stakeholders for resolving claims, managing the E2E process

Receive claims from customers and enter them into S-Case management tool in a timely manner, making all necessary integrity and quality checks

Maintain and build strong working relationship with distributors, respond fast and reliably to their questions and claims.

Apply knowledge of the relevant SAP functionalities

Main performance measures (Performance Goals)

Claims Resolutions

Number of credit notes issued

Number of claims logged

Claim resolution cycle time

Customer Satisfaction

Experience


Required


Qualifications

Education: University degree

Experience:

>2 years’ experience, preferably in Customer Service;

Experience from a multi-national or regional company in Pharma / Medical industry

Language: English, Arabic

Location: Cairo

Relocation availability: No

Leadership Behaviors Required

LIVE OUR CREDO: Puts the needs of Our Credo stakeholders first, pursues the highest standards of quality, safety, compliance & ethics and Ensures everyday actions contribute to Our Purpose

CONNECT: Builds internal and external relationships based on respect, Collaborates openly across boundaries and acts as a team player.

SHAPE: Inspires and contributes ideas that challenge thinking, demonstrates resilience and agility to drive and adapt to change.

Grow: Develops self and others to reach their goals, engages in open & honest conversations and Drives performance by managing energy and taking ownership for outcomes.

Technical/Functional Skills Required

Experience working with quantitative & qualitative numbers and creating reports

Experience in SAP

Expert in Excel

Excellent Oral communication skills

Written Communication Skills - Clear and concise

Attention to details and thoroughness

Managing complexity

Using Own Initiative

Organizational Skills

Stress Management

Empathy



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