Customer Service Team Leader – Saudi Arabia

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.

 

Responsible for a team of 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 Responsibilities include -but are not limited to:

·         Deliver on Customer Service key performance indicators and metrics with a team of 5 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

QUALIFICATIONS

Qualifications

Essential

·         English language (fluency/advanced level, both written and verbal).

·         Arabic language (native speaker or fluency/advanced level, both written and verbal).

·         Customer Service extensive experience; preferably within a regulated industry setting.

·         Proven leadership ability: to manage, motivate and effectively communicate with team members in a matrix environment.

·         Higher education, e.g. Bachelor´s or Master´s degree.

·         Proficient computer skills, e.g. MS Office (Word and Excel and Outlook).

·         Customer mind-set, with the ability to demonstrate understanding and give examples of putting the customer at the forefront of solutions offered

·         Proactive and creative approach to problem-solving and complaint handling/escalation

·         Self-motivated attitude and being accustomed to a high degree of responsibility

·         and committed team player abilities.

·         Exceptional time management and organizational skills

·         Sound administrative skills

·         Excellent communication skills, both verbal and written

·         Ability to work well under pressure.

Desirable

·         Knowledge / Proficiency of SAP; automated order entry (EDI/FTP)

·         Contact center leadership experience

·         Background in project management

·         Understanding of the Eye Care Profession (ECP), or experience of working with ECP’s advantageous

To achieve our set goals & targets, we must all lead using our Leadership Imperatives and achieve our Leadership Performance Standards:

ü  LIVE OUR CREDO :  Demonstrate and inspire the behaviours that reinforce Our Credo.

ü  CONNECT :  Collaborate internally and externally in order to develop insights to drive innovation

ü  SHAPE :  Driving meaningful innovation through our insights to meet unmet needs and generate value and solutions for our customers. In order to do this, we must be bold and courageous in challenging the status quo and adapting to change.

ü  GROW : We must focus on our ability to inspire and mobilize people; empowering them to act boldly with speed and agility, to do even more than they thought they could.