Customer Service Representative

About the role

The Customer Service Representative will be the front‑line communicator for Johnson & Johnson Vision in Istanbul, handling inbound and outbound orders, enquiries, complaints and information across multiple channels. The role focuses on delivering first‑contact resolution and owning the end‑to‑end customer experience.

Key responsibilities

• Process all types of orders received through various channels, including queries, complaints and general information requests.
• Manage outbound calls and ensure timely follow‑up with customers.
• Maintain Service Level Agreements and EMEA metrics, including role‑specific KPIs.
• Handle returns, credit and debit note management.
• Oversee consignment and reconciliation activities.
• Implement automation tools to drive touchless operations.
• Manage manual processes for failed orders related to EDI and eCommerce failures.
• Create and amend new customer accounts.
• Support internal business‑improvement initiatives.

Required profile

• Strong communication and customer‑focused mindset.
• Ability to work under pressure while maintaining attention to detail.
• Proactive problem‑solving attitude.
• Comfortable working in a multicultural, inclusive environment.
• Fluency in English.

Required skills

• EDI
• eCommerce platforms
• Automation tools

What we offer

• Competitive compensation package.
• Opportunities for professional development and career growth.
• Inclusive and diverse workplace culture.