Johnson & Johnson Carrières

Team Lead Benelux H/F- Customer Service Vision Care

Issy Les Moulineaux, Haute-de-Seine
Customer Service

Description du poste

Requisition ID: 1805660983W

The Vision Care Customer service is looking for a Team Leader to supervise and manage the Benelux team of 3 people:

Fluency in Dutch and French is mandatory.Good level in English ( both verbal and written)
Position located in France, Issy les Moulineaux
Permanent contract 

Main responsabilities :
•Meet quality standards and KPI’s (Service level , abandon rate AHT etc…) 
•Deal with an average of 80 Inbounds calls per day for the whole team
•Regular call quality listening and reporting to the teams (1 per month) to provide feedbacks and help them in their development
•Regular 1:1 with each team member to make sure  KPI’s are properly followed
•50 complaints checks every month for both markets  and Regular restitution to each member regarding interaction process
•Key account management: make sure processes are correctly followed
•Take part of any improvement project on a local or EMA level to improve the processes
•Support F B I  CS managers , marketing departments  in  any new projects  through  OTC presentations , 
•Liaise with local market to ensure a clear and regular communication between Cservice  and other departs ( organize meetings with CCA’s and other departs ) present any new processes , migration plans , interaction processes , quality processes changes to the team and make sure they understand the content and apply it.
•Support the market  to drive Order Entry Automation.
oLiaise with BPX team to have UPC codes available when new products launches

Profile :

•1 or 2 years experience in a management position
•Minimum 4 years experience within a Customer Service environment would be desirable
•Ability to manage, motivate and effectively communicate with team members
•High degree of customer focus
•Proactive approach to problem-solving and complaint handling/escalation
•Team player
•Sound administrative skills
•Excellent communication skills, both verbal and written
•Able to work well under pressure
•Excellent organisational skills
•Self-motivated, accustomed to a high degree of responsibility
•Excellent computer skills – proficiency in SAP; Microsoft Office Suite; Automated order entry (EDI/FTP) 

Emplacement principal
France-Haute-de-Seine-Issy Les Moulineaux
Ethicon S.A.S. (7840)
Customer Service
Requisition ID