Customer Service Associate

Janssen Egypt is recruiting for a Customer Service Associate to be located in
Egypt.
Caring for the world, one person at a time has inspired and united the people
of Johnson & Johnson for over ‎125 years. We embrace research and science -
bringing innovative ideas, products and services to advance the health and
well-being of people. Employees of the Johnson & Johnson Family of Companies
work with partners in health care to touch the lives of over a billion people
every day, throughout the world.
Thriving on a diverse company culture, celebrating the uniqueness of our
employees and committed to inclusion. Proud to be an equal opportunity
employer. And our culture is interconnected by the shared values of Our
Credo. It 's a culture that celebrates diversity and diverse
perspectives. It helps employees achieve an effective mix between work and
home life and supports their efforts to have a positive impact on their
communities.
Summary of the job:
The main task of the Customer Service representative is to manage the end-to-
end distributor claims with stakeholders to drive process improvement, cost-
efficiencies and customer satisfaction.
Duties & Responsibilities
* Act as a link between all stakeholders for resolving claims, managing the E2E process
* Receive claims from customers and enter them into S-Case management tool in a timely manner, making all necessary integrity and quality checks
* Maintain and build strong working relationship with distributors, respond fast and reliably to their questions and claims.
* Apply knowledge of the relevant SAP functionalities.
* Manage Claims Automation projects.
Main performance measures (Performance Goals)
* Claims Resolutions
* Number of credit notes issued
* Number of claims logged
* Claim resolution cycle time
* Customer Satisfaction

Qualifications

• Education: University degree


• Experience:
  
  
  • 
    

    
    

    ‎2 years' experience, preferably in Customer Service;

    
    

    
    
  
  
  • Experience from a multi-national or regional company in Pharma / Medical industry
  
  
  
  


• Language: English, Arabic


• Location: Cairo


• Relocation availability: No
  Leadership Behaviors Required


• LIVE OUR CREDO: Puts the needs of Our Credo stakeholders first, pursues the highest standards of quality, safety, compliance & ethics and Ensures everyday actions contribute to Our Purpose


• CONNECT: Builds internal and external relationships based on respect, Collaborates openly across boundaries and acts as a team player.


• SHAPE: Inspires and contributes ideas that challenge thinking, demonstrates resilience and agility to drive and adapt to change.


• Grow : Develops self and others to reach their goals, engages in open & honest conversations and Drives performance by managing energy and taking ownership for outcomes.
  Technical/Functional Skills Required


• Experience working with quantitative & qualitative numbers and creating reports


• Experience in SAP


• Expert in Excel


• Excellent Oral communication skills


• Written Communication Skills - Clear and concise


• Attention to details and thoroughness


• Managing complexity


• Using Own Initiative


• Organizational Skills


• Stress Management


• Empathy
  Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All
  qualified applicants will receive consideration for employment without regard
  to race, color, religion, sex, sexual orientation, gender identity, age,
  national origin, or protected veteran status and will not be discriminated
  against on the basis of disability.