Customer Service Representative

Purpose:

The Customer Service Representative is accountable for delivering outstanding customer support to both external and internal stakeholders. You will uphold a high level of performance by achieving department stretch KPI targets. You will ensure you provide excellent service across every interaction. The Customer Service Representative will demonstrate behaviors aligned with leadership imperatives and play a key role in positioning the department as part of a professional, world-class organisation.

• Manage telephone enquiries through to a satisfactory resolution.
• Log all interactions in Salesforce CRM with a Right First-Time mindset.
• Process customer orders with accuracy and following correct procedures.
• Assist the Senior Team members in the day-to-day running of the Customer Service Team.
• Support the measurement of quality and accuracy within Customer Services.
• Establish and promote customer relationship building, providing customer focus and feedback to the established management groups.
• Drives first time resolution.
• Responsible for driving root-cause analysis and action plan using available reporting tools.
• Support all eCommerce routes and the progression of order automation within the Customer Service function.
• Assist the Senior Team members to drive customer dedication, innovation, teamwork, operation efficiency and deliver Superior Customer Excellence across all interactions.
• Participate and provide support to projects within the Customer Service Team in line with our company and department key deliverables.
• Focus driven on both team and personal development within our Johnson & Johnson Goals & Objectives.

• Educated to A level standard and or NVQ level 3.
• Relevant Customer Service experience, ideally in a telephone-based environment.
• Strong customer focus with excellent verbal and written communication skills.
• Ability to handle customer enquiries professionally and work towards first-time resolution.
• Well organised and detail-oriented, with the ability to manage multiple tasks accurately.
• Comfortable working in a busy, fast-paced environment while maintaining service quality.
• Confident using systems and digital tools, with good general computer literacy.
• Experience with CRM or order management systems would be advantageous.
• Self-motivated team player who takes ownership and uses initiative.
• Open to supporting process improvements and contributing to a positive team environment.

At Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time.

Agility Jumps, Communication, Contract Management, Customer Analytics, Customer Centricity, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Capturing, Emotional Intelligence, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and Med Tech, 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  () . As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.