Customer Service Representative

About Johnson & Johnson MedTech

Johnson & Johnson is built on the belief that health matters above all else. The company focuses on healthcare innovation that helps prevent, treat, and cure complex diseases, while also developing smarter, less invasive, and more personalized solutions. With expertise across Innovative Medicine and MedTech, it aims to drive meaningful breakthroughs that improve health outcomes for people everywhere.

Guided by its Credo, the organization emphasizes responsibility toward its employees and values an inclusive workplace where individuals are respected for their uniqueness, dignity, and contribution.

Role Overview

The Customer Service Representative will manage inbound and outbound orders, questions, complaints, and information requests across different communication channels. The role requires strong preparation, ownership of customer interactions, and support for internal and external value-added programs.

This position plays a key role in meeting service level agreements and delivering consistently strong service across every customer interaction. The goal is to move toward first-contact resolution while acting as the customer’s advocate within the organization.

Key Responsibilities

• Handle customer orders, inquiries, complaints, and general information received by phone and email.
• Manage the order placement workflow end to end.
• Process customer returns accurately and efficiently.
• Administer credit and debit notes as required.
• Support the upkeep of customer master data.
• Conduct outbound customer calls when needed.
• Track and maintain service level agreements and EMEA metrics, including role-specific KPIs.
• Keep product, system, and commercial knowledge up to date to strengthen customer relationships.
• Participate in in-person meetings with customers and internal stakeholders, including hosting customer visits at the site.
• Contribute to commercial and marketing improvement initiatives.
• Coordinate effectively between Supply Chain and the Key Account team.

Requirements

• Secondary school completion or a master’s degree.
• Basic IT proficiency.
• Strong command of English at communicative, advanced, or fluent level.
• Arabic proficiency at native or advanced/fluent level.
• At least 2 to 3 years of experience in customer service, ideally in a corporate or medical/healthcare environment.
• Comfort using standard computer tools such as Word, Excel, Outlook, and the internet.
• A customer-first mindset with the ability to explain how customer needs are placed at the center of solutions.
• Self-driven attitude and a collaborative team approach.
• Proactive problem-solving and complaint-handling ability.
• Strong administrative capability and careful, accurate data entry.
• Excellent verbal and written communication skills, including clear phone etiquette.
• Ability to stay effective and composed under pressure.
• Familiarity with SAP is preferred.
• Advanced proficiency in Microsoft Office is desirable.
• Additional EMEA language skills are a plus.
• Knowledge of the Eye Care Profession or prior work with Eye Care Professionals is advantageous.

Additional Information

This role sits within Customer Management under Customer Service Operations and is categorized under Business Enablement/Support.

The position is based in Riyadh, Saudi Arabia and is a full-time, on-site role.

No salary, stipend, start date, application deadline, or number of openings was specified in the source.

No internship duration applies.

No separate perks or benefits were listed.