Customer Service Representative

As a Customer Service Representative, You Will

• Manage telephone enquiries through to a satisfactory resolution.
• Log all interactions in Salesforce CRM with a Right First-Time mindset.
• Process customer orders with accuracy and following correct procedures.
• Assist the Senior Team members in the day-to-day running of the Customer Service Team.
• Support the measurement of quality and accuracy within Customer Services.
• Establish and promote customer relationship building, providing customer focus and feedback to the established management groups.
• Drives first-time resolution.
• Responsible for driving root-cause analysis and action plan using available reporting tools.
• Support all eCommerce routes and the progression of order automation within the Customer Service function.
• Assist the Senior Team members to drive customer dedication, innovation, teamwork, operation efficiency and deliver Superior Customer Excellence across all interactions.
• Participate and provide support to projects within the Customer Service Team in line with our company and department key deliverables.
• Focus driven on both team and personal development within our Johnson & Johnson Goals & Objectives.

Qualification & Requirement

• Educated to A level standard and/or NVQ level 3.
• Relevant Customer Service experience, ideally in a telephone-based environment.
• Strong customer focus with excellent verbal and written communication skills.
• Ability to handle customer enquiries professionally and work towards first-time resolution.
• Well organised and detail-oriented, with the ability to manage multiple tasks accurately.
• Comfortable working in a busy, fast-paced environment while maintaining service quality.
• Confident using systems and digital tools, with good general computer literacy.
• Experience with CRM or order management systems would be advantageous.
• Self-motivated team player who takes ownership and uses initiative.
• Open to supporting process improvements and contributing to a positive team environment.

At Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time.

Here’s What You Can Expect

• Application review: We’ll carefully review your CV to see how your skills and experience align with the role.
• Getting to know you: If there’s a good match, you’ll be invited to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.
• Staying informed: We know waiting can be hard and processes can evolve; our recruitment team will keep you updated and make sure you know what to expect at each step.
• Final steps: For successful candidates, you will need to complete country-specific checks before starting your new role. We will help guide you through these.

Finally, at the end of the process, we’ll invite you to share feedback in a short survey — your input helps us continue improving the experience for future candidates. Thank you for considering a career with Johnson & Johnson. We’re excited to learn more about you and wish you the best of luck in the process! #RPOEMEA

Required Skills

Preferred Skills:

Agility Jumps, Communication, Contract Management, Customer Analytics, Customer Centricity, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Capturing, Emotional Intelligence, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management