Job Description
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com
Job Function:
Customer Management
Job Sub Function:
Non-Technical Customer Service
Job Category:
Business Enablement/Support
All Job Posting Locations:
Mount Wellington, Auckland, New Zealand
Job Description:
About MedTech
Fuelled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalised treatments.
Visit us at https://www.jnj.com/medtech to see how your unique talents will help patients on their journey to wellness.
The Opportunity
Senior Customer Service Representatives provide exceptional customer service to both internal and external customers, enhancing working relationships and driving continuous improvement of quality and process. They ensure that each Customer’s experience is of the highest standard possible, while contributing as part of a productive and successful team. Everything we do must be of the highest quality.
Responsibilities
Handle customer & stakeholder inquiries and complaints effectively taking ownership and escalating where required.
Managing customer and commercial team interactions through telephony services.
Contribute to achieving the team’s set KPIs by ensuring all customer orders, bookings & invoices are processed accurately in compliance with J&J Quality Systems & relevant SOP’s.
Contribute to the National Customer Service Network providing support when needed.
Collaborate with multiple departments including but not limited to Finance, Warehouse, Supply Chain, Commercial Team, Loan Kits etc.
Effectively manage orders, consignment inventory, liaising with product specialists, hospital staff and warehouse to maintain stock availability at hospital locations.
About You
Technical skills: MS Office, CRM, ERP vs Specific Technology (SFDC, SAP, etc.)
Office skills: Standard office telephone, Email, Outlook
Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Demonstrate proficiency in written and oral communications
Experience in commercial relationship and negotiation, able to handle Customer interaction.
Demonstrated ability to translate Customer needs into business requirements.
Proven ability to handle multiple competing priorities
Why Choose Us:
Competitive remuneration package
Continuous training and support
Award-winning leadership development programs
Inclusive, flexible, and accessible working arrangements
Equal opportunity employer supporting diversity and inclusion
Our Benefits:
Up to 18 weeks of parental leave to support new parents
4 days of volunteer leave to give back to the community
Option to purchase up to 2 weeks of additional annual leave for extra time off
Enjoy a dedicated Wellbeing Day to prioritise self-care
Global Wellness Reimbursement of $800 per year for healthy eating, exercise, or mindfulness activities
Access to an Employee Assistance Program for personal and professional support
Enhanced leave provisions for compassionate (caregiver) leave, providing up to 30 days of additional support
Life insurance coverage for added peace of mind
And much more...
Great Place to Work® Certified – 2025
Great Place to Work® Certification recognises employers who create outstanding employee experience. The certification process is recognised worldwide as the global benchmark for identifying outstanding workplaces.
Johnson & Johnson – Australia and New Zealand were certified as a Great Place to Work® in ANZ in its first year of participation.
All applicants must have rights to work in New Zealand.
Required Skills:
Preferred Skills:
Accountability, Communication, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Inquiry Handling, Omni-Channel Support, Problem Solving, Process Oriented, Report Writing, Self-Service Tools, Service Request Management, Training Administration
