This listing was posted on Equest.
Customer Service Team Leader - Turkey
Location:
Istanbul
Description:
About Johnson & Johnson 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 Team Leader Medical Devices Location: Istanbul, Turkey Overall purpose of job: To lead, motivate and monitor the team to ensure optimum performance. To lead the Customer Services team towards ensuring all KPI's for Customer Service met/exceeded. Areas include managing customer relationships, processing orders, inquiries, and complaints handling across multiple channels. To ensure that all team members are fully trained and have the adequate knowledge and skills to perform their duties and to offer customers a differentiated customer experience. To provide front line supervisory and leadership support for the market, while being an advocate for the customer across the organisation. Liaise with Commercial Account Managers and other internal stakeholders to ensure full awareness of any customer supply chain issues. Effectively manage the customer relationship and communication channels. Essential duties and responsibilities: Responsible for a team of 4-5 Customer Service Representatives (CSR's), working to meet current business performance targets, tracked by service level, call quality and automation growth. Ongoing development of the team in line with J&J Leadership principles. Main duties include, but not limited to: • Deliver on Customer Service key performance indicators and metrics with a team of 4 CSRs within quality, compliance and safety requirements • Motivate and coach a team of CSRs 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. • Establish and gain commitment to clear and realistic performance targets linked to Johnson & Johnson Vision's business plan via regular 1:1's, professional development plans, goal setting and mid- and end-of-year performance reviews. • 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 to CSR's. • 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. • Manage all aspects pertaining to workforce management, including forecasting, recruitment, and attendance. • Complaint handling: resolve escalated customer complaints related to orders, products, medical issues, policies and other business activities. • Maintain comprehensive product, system, and commercial knowledge and soft skills within the team of CSRs, so they can engage the customer and manage the customer relationship. • Communicate, demonstrate and inspire in others Johnson & Johnson Credo values. * Act as back-up support to other team leaders within the region and the Customer Services Managers Required Qualifications, Knowledge and Skills: Essential • Experience within a Customer Service environment, ideally within a regulated industry • Fluency in both Turkish and English , written and verbal • Proven ability to manage, motivate and effectively communicate with team members in a matrix environment • High degree of customer focus and team player abilities • Proactive and creative approach to problem-solving and complaint handling/escalation • Sound administrative skills and excellent communication skills • Ability to work well under pressure • Exceptional time management and organizational skills • Self-motivated, accustomed to a high degree of responsibility • Business proficiency in the Microsoft Office Suite Desirable * Proficiency in SAP; automated order entry (EDI/FTP) * Contact centre leadership experience. * Background in project management We Offer: * An opportunity to be part of a global market leader. * A dynamic and inspiring working environment. * Possibilities for further personal as well as professional development. * Work in a positive atmosphere with a highly motivated, energized team and a good track level of success in business * Many employee 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 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"! Severely disabled applicants will be given special consideration if they are equally qualified.
Company:
Johnson And Johnson
Posted:
June 14 on Equest
Visit Our Partner Website
This listing was posted on another website. Click here to open: Go to Equest
Important Safety Tips
- Always meet the employer in person.
- Avoid sharing sensitive personal and financial information.
- Avoid employment offers that require a deposit or investment.
To learn more, visit the Safety Center or click here to report this listing.