Role Description The Senior Customer Service Representative serves as a subject matter expert within the Customer Support team, providing advanced support to healthcare professionals, patients, and internal partners. This role handles complex customer inquiries, resolves escalated issues, and exercises independent judgment in decision-making. In addition to managing high-volume interactions, the Senior Representative supports process improvement initiatives, mentors junior team members, and partners cross-functionally to ensure exceptional service delivery and compliance with industry regulations. This role plays a critical part in maintaining service excellence and driving operational efficiency. - Handle complex and escalated customer inquiries related to orders, billing, product availability, delivery discrepancies, and regulatory requirements. - Independently investigate and resolve moderately complex issues, exercising sound judgment and decision-making. - Serve as a subject matter expert for systems, processes, and product knowledge within the Customer Support team. - Act as an escalation point for junior representatives and provide guidance on issue resolution. - Process advanced order types, returns, credits, and exception cases with accuracy and compliance. - Partner cross-functionally with Sales, Supply Chain, Quality, Finance, and Regulatory teams to resolve customer concerns. - Ensure adherence to service-level agreements (SLAs) while maintaining a high standard of customer experience. - Identify trends or recurring issues and recommend process improvements to leadership. - Assist with onboarding and informal coaching of new team members. - Maintain compliance with company policies, quality standards, and industry regulations. Qualifications - High school diploma and minimum of 4 years of experience in related field. - Combined years of experience and education will be considered.

• You don't take our customers by the hand, but transform them with your knowledge into digital bosses! 👾 • It is your job to help and inform customers so they make the right decisions themselves. • Help them with questions about their shipments that they have created within our #1 shipping tool. • Ensure that our B2B customer group gets the help they need in a professional way and come up with solutions were necessary to make improvements. • Responsible for webcare 🕸, handling inbound calls 📞, chats ⌨️ & tickets 🎫 (via the Zendesk system), and answering questions about various topics such as software, shipments, and other issues customers can encounter.

Role Description Join our team of content editors responsible for maintaining and administering information about hotels. We edit and update property listings, ensure categories are accurate, and work to keep all information as up-to-date and clear as possible for our users. This position is open for the duration of the main employee’s maternity leave. After this period, there is a possibility of transfer to a permanent position if a vacancy is available. Job Responsibilities - Process incoming content editing requests: emails, tickets, hotel profiles, messages in corporate chats; - Prepare and proofread texts for product team projects; - Ensure the relevance and accuracy of hotel information: text descriptions, service details, photos, room categories, accommodation conditions, and payment and cancellation policies; - Maintain and update the hotel tax database: correct and add taxes at the hotel and regional level, work with tax documentation; - Monitor and update geodata: revise and correct information about hotel locations and geographic objects; - Ability to quickly switch between tasks and handle several assignments in parallel; - Excellent spelling and punctuation, strong computer literacy; - Confident PC user, experience with Google Docs; - Attention to detail, perseverance, and a high level of self-organization; - English language proficiency at Upper Intermediate level or higher. Qualifications - Excellent spelling and punctuation, strong computer literacy; - Confident PC user, experience with Google Docs; - Attention to detail, perseverance, and a high level of self-organization; - English language proficiency at Upper Intermediate level or higher. Requirements - Ability to quickly switch between tasks and handle several assignments in parallel; Benefits - Remote work format, shift schedule 2/2 with flexibility regarding working hours if needed; - Ambitious and supportive team who love what they do, appreciate each other, and grow together; - Internal programs for adaptation and training, development of soft skills, and leadership abilities; - Partial compensation for participating in external training and conferences; - Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world; - Corporate prices on hotels and travel services; - MyTime Day Off - an extra non-working day without loss of compensation.

Title: Senior Customer Care Specialist Location: Jacksonville, Florida, United States of America 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 jnj.com. As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Customer Management Job SubFunction: Non-Technical Customer Service Job Category: Professional All Job Posting Locations: Jacksonville, Florida, United States of America Job Description: About Vision Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that’s reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs – from the pediatric to aging eye – in a patient’s lifetime. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech We are searching for the best talent for Senior Customer Care Specialist position. Contributes to the non-technical customer service department as an entry to developing individual contributor, who works under close supervision. Assists with projects, programs, and processes in support of the organization's overall customer experience strategy. Carries out theoretical knowledge of the non-technical customer service field to advance procedures and plans for the area. You will be responsible for: - Helps deliver programs and innovative initiatives for the Non-Technical Customer Service area. - Contributes to less complex components of projects, programs, or processes for the Non-Technical Customer Service area. - Conducts simple trend analyses to support continuous improvement efforts for the organization's customer experience strategy for customers using non-technical products. - Follows best-in-class plans and mechanisms to deal with ambiguous situations. - Understands and applies Johnson & Johnson’s Credo and Leadership Imperatives in day-to-day interactions with team. - Answering incoming calls, processing orders, documenting feedback, and resolving issues to the customer's satisfaction, while maintaining quality standards. - Handle escalated calls from customers and peers. - Manage the no charge order process and ATP/backorder issues for US & CA regions. - Resolve problems of a complex nature with guidance from Leadership. - Identify trends, determine root causes that would put customers at risk, and drive continuous improvement opportunities. - Assist with training, peer coaching, departmental communications, and projects as needed. - Assist with monthly peer performance improvements. - Provide back-up support for the Leadership Team as needed. - Serve as a liaison between Customer Receivables Management, Customer Relations, Sales, Marketing, Distribution, and other departments within the organization as needed. - Qualifications / Requirements: Education - High School degree required, and a 4-year college degree preferred or equivalent work experience. Experience and Skills Required: - At least 2 years as a Johnson & Johnson Vision Care Customer Care Specialist - Must meet or exceed performance standards - An understanding of multiple markets and ERP systems. - Demonstrate effective written and oral communication skills in English - Proven PC skills to include Microsoft Suite and SAP. - Team player with strong, professional interpersonal skills. - Strong, proven effective organizational and analytical skills. - Ability to provide peer coaching to new hires and peers to help drive improvement in performance metrics, knowledge management, and customer experience. - Ability to perform in a fast paced, changing environment while meeting and or exceeding established performance measures. - Proven effective problem-solving skills. - A self-starter who volunteers for projects and takes on new challenges working independently with a high degree of confidentiality. - Ability to manage multiple priorities successfully. - Demonstrated commitment to internal and external customers Preferred: - May require fluency in Spanish and French as needed to support regional customers in all processing areas. Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers. Internal employees contact AskGS to be directed to your accommodation resource. #LI- Hybrid Required Skills: Preferred Skills: