Customer Service Team Leader

About the role

Johnson & Johnson Vision Care is seeking a Customer Service Team Leader to drive performance and deliver an exceptional customer experience. Based in Prague, you will lead a team of Customer Service Representatives, ensuring that service standards, KPIs, and compliance requirements are consistently met.

Key responsibilities

• Lead, motivate and monitor a team of Customer Service Representatives to achieve and exceed KPI targets.
• Oversee order processing, inquiry handling, and complaint resolution across multiple channels.
• Ensure all team members receive proper training and possess the knowledge needed to perform their duties.
• Act as the frontline liaison between customers, Commercial Account Managers, and internal stakeholders to address supply‑chain issues.
• Maintain high standards of quality, compliance, and safety in all customer interactions.

Required profile

• Proven experience in leading customer service teams, preferably in a healthcare or medical device environment.
• Strong ability to coach, develop, and inspire staff.
• Excellent communication skills and a customer‑centric mindset.
• Capability to manage relationships with internal and external partners.

Required skills

What we offer

• Opportunity to work for a global leader in healthcare innovation.
• Collaborative environment focused on professional growth.
• Competitive benefits and a supportive inclusive workplace.