Johnson & Johnson

Johnson & Johnson

Customer Service Team Leader

  • Plný úvazek 
  • Praha
  • < 6 měsíců

Nabídka

Customer Service Team Leader

  • Plný úvazek 
  • Praha
  • < 6 měsíců

Tato pozice byla obsazena!

About

Společnost J&J založili koncem 19. století tři bratři Johnsonovi. V roce 1886 tak vznikla v budově bývalé továrny na tapety v New Jersey malá rodinná firma se čtrnácti zaměstnanci a velkou vizí zlepšit zdravotní péči na všech úrovních. Ta žene společnost J&J kupředu i dnes, o víc než 120 let později. Za tu dobu se z malé firmy začínající sestavením první lékárničky nebo vývojem první zubní pasty stal lídr v oblasti zdravotní péče, jehož produkty denně ovlivňují kvalitu životů více než miliardy lidí po celém světě. S pomocí nejnovějších vědeckých poznatků J&J usiluje o kvalitnější život každého svého zákazníka a pacienta. Všechny zaměstnance společnosti Johnson & Johnson spojuje společné poslání: pomáhat lidem po celém světě žít delší, zdravější a šťastnější život.

Job description

We are looking for a Customer Service Team Leader, who will motivate and monitor the team to ensure optimum performance, including managing customer relationships, processing orders, inquiries, and complaints handling across multiple channels. In this role YOU will provide front line supervisory and leadership support for the market, while being an advocate for the customer across the organization plus effectively manage the customer relationship and communication channels.

The responsibilities & the impact YOU will have:

  • Motivate and coach a team to meet and exceed performance targets, goals & objectives and service level agreements.
  • Ensure effective, proactive, and timely communication to all internal and external stakeholders of customer service-related issues.
  • Provide reporting & analytics with the aim to optimize the Supply Chain relationship with customers and drive value-added services
  • Conduct training, assessments and monitoring and provide constructive feedback and coaching.
  • Ensure team members are up to date/trained with latest business critical information/requirements.
  • Work collaboratively with the market’s Commercial management team to ensure adequate Customer Service support.
  • Complaint handling: resolve escalated customer complaints related to orders, products, medical issues, policies and other business activities.

This is what awaits YOU at J&J:

  • An opportunity to be part of a global market leader.
  • A dynamic and inspiring working environment.
  • Many opportunities to work on challenging projects and assignments.
  • An opportunity to participate in employee engagement activities on a voluntary basis based on individual preference
  • Possibilities for further personal as well as professional development.
  • Many employees benefits:
  • 5 weeks of vacation, home office, flexible working hours, sick days
  • Meal vouchers, Cafeteria, referral award, life and accident insurance, MultiSport card
  • Contribution for: Prague public transportation, language study, illness leave, pension contribution,
  • Refreshment in the workplace, company gym, free sports activities, corporate events

Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits.

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 Johnson & Johnson 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 “You Belong”!

Preferred experience

We would love to hear from YOU, if you have:

  • Experience within a Customer Service environment, ideally within a regulated industry
  • Fluency in both Czech and English, written and verbal
  • Proven ability to manage, motivate and effectively communicate to team members in a matrix environment
  • High degree of customer focus
  • Proactive and creative approach to problem-solving and complaint handling/escalation
  • Excellent communication skills and organizational skills
  • Proficiency in Microsoft Office, SAP; automated order entry (EDI/FTP)
  • Contact centre leadership experience
  • Background in project management
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