Chiyoda Johnson & Johnson MedTech
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

Job Function

Quality

Job Sub Function

Customer/Commercial Quality

Job Category

People Leader


All Job Posting Locations:
Chiyoda, Tokyo, Japan

Job Description

信頼性保証部 Customer Relations(CR)を統括し、法規制及び社内規定を遵守し、苦情処理プロセスの効率化、迅速化を目指し、品質及び不具合等の情報(苦情)の適切な受理、収集、データベース登録業務、CRELにおける苦情品受理、調査依頼、顧客フィードバック対応までの一連の苦情ハンドリング業務に対する責任を担う。また、カスタマーリレーションズの責任者(CR責任者)として、円滑なセンター運営・業務管理を行う。

Duties & Responsibilities

・社内手順に従って品質及び不具合等の情報(苦情)の受理及び収集が適切に実行され、記録されることに対する責任を担う。

・顧客より収集した苦情の中で、メディカル苦情について、安全管理部門と連携し、迅速かつ適切な情報収集を行なう責任を担う。

・苦情対応におけるお客様対応が円滑かつ適切に実行されることに責任を担う。

・品質マネジメントシステムに沿った規定・手順を維持、管理することに責任を負う。

・CRELにおける苦情品管理(苦情品の受理、調査等)、一連の苦情処理プロセスの業務遂行を円滑に行う責任を負う。

・内部・外部監査では関連エリアのSMEを務め、指摘事項に対して改善計画を立案・実行に責任を負う。

・Global CRと連携し、データベース及びシステムの運用、維持、管理が適切に行われることに責任を負う。

・より高い顧客サービスを提供するため、応対品質等のKPIを管理し、改善の指揮を執る。

・派遣会社との円滑かつ良好な関係を維持し、派遣社員を適切に管理することに責任を担う。

・他部門(特にカスタマーサービス部門)と連携し、CRが製品の問い合わせに対して、適切な回答とサービスを提供できることに責任を負う。

・品質目標(QRC部門目標)の策定に参画し、決められた品質目標を達成すべく、QRC及び他部門と協働する。

・管下の社員の人材育成のための目標の設定および指導、目標達成の評価を行い、円滑な業務遂行及び目標達成を支援する。

Experience & Education

・大学卒業以上またはそれと同等の資格を有する者

・コールセンター業務経験又は営業経験 3年以上推奨

・法令、GVP省令及びQMS省令等の要求事項の理解と実践経験

Required Knowledge, Skills, Abilities, Certifications/Licenses And Affiliations

・ビジネス英語力(会話、読み書き)

・PCに関する全般的なスキル

・行政、組織及び個人間における文書及び口頭による優れたコミュニケーション能力

・Leadership Imperatives に沿った

・目標達成に対する強いコミットメント及び柔軟性のある実行力を有する
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