Kenvue is currently recruiting for a Consumer Care Specialist (Turkish/English Speaking). This position reports into the Consumer Care Team Lead and is based on site in Cape Town, South Africa.
The Consumer Care Specialist delivers outstanding service to consumers & HCPs and maintain and uphold the reputation and trust equity invested in all the Johnson & Johnson brands. Ensure Voice of Consumer (VOC) is shared throughout the organization and deliver valuable Consumer Insights which support business growth, ongoing brand building, consumer endorsement and loyalty. With a strong focus on Quality and Compliance, the Consumer Care Specialist is responsible to manage all incoming consumer requests and complaints across all channels and as required by regulations or internal J&J procedures.
Who We Are
At Kenvue , part of the Johnson & Johnson Family of Companies (Kenvue), we believe there is extraordinary power in everyday care. Built on over a century of heritage and propelled forward by science, our iconic brandsincluding NEUTROGENA , AVEENO , TYLENOL , LISTERINE , JOHNSONS and BAND-AID are category leaders trusted by millions of consumers who use our products to improve their daily lives. Our employees share a digital-first mindset, an approach to innovation grounded in deep human insights, and a commitment to continually earning a place for our products in consumers hearts and homes.
Join us in shaping our future--and yours.
Responsibilities
- Management of consumer and Health Care Professional inquiries from Turkey across all channels and in-line with legal, regulatory, and internal requirements.
- Deliver exceptional consumer and HCP experience through professionally responding to all Ensure Consumer satisfaction and loyalty.
- Maintain and develop latest knowledge of J&J products and relevant quality and compliance systems. Ensure adherence to applicable quality & safety procedures and processes and maintain 100% compliance with training plan. Develop a working knowledge of what competitor products are available.
- Collect, analyse, and report on consumer issues and feedback.
- Handle consumer Complaints, Adverse Events and inquiries received via any of our consumer touch points (email, phone, sms, social media or letter).
- Ensure closed loop approach via GCC Platform (SALESFORCE).
- Accountability for accurate and timeous data capture and record management within SALESFORCE, in accordance with all applicable laws/regulations, Company policies, procedures and guidelines.
- Maintains and develops the latest knowledge of J&J products and relevant quality and compliance systems. Ensure adherence to applicable quality procedures and processes and maintain 100% compliance with training plan.
- Ensure a working knowledge of what competitor products are available.
- Participate in regular training with in-house experts who can assist in delivering this ongoing learning
- Build relationships with key stakeholders and represent Consumer Care function when required.
- Support internal audits as well as Health Authority Inspections
- Take ownership of driving relationship building activities with Marketing, QA and REG/MED & Pharmacovigilance.
- Work closely with regional team members to share best practice and learnings.
- Being the SME (Subject Matter Expert) of contact for all consumer related requests and for business partners and stakeholders across the commercial business
- Providing insights and reporting.
- National Senior Certificate
- At least 3-5 years of Customer service experience
- Native/Fluent Turkish Speaking
- English language skills
- Experienced in MS Office (Outlook, PowerPoint, excel)
- High level of stress resistance
- Ability to manage complexities
- Strong interpersonal, empathic skills
- Extensive product knowledge
- Capability to communicate with all levels of management throughout the organization
- Strong influencing skills
- Very good team player
- Passion for Quality and Compliance
- Analytical attention to detail
- Excellent communication skills
- Competitive Benefit Package
- Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
- Learning & Development Opportunities
- Employee Resource Groups
Primary Location
Europe/Middle East/Africa-South Africa-Western Cape-Cape Town
Organization
Johnson & Johnson (Proprietary) Limited
Job Function
Customer Service
