Customer Service Team Leader (MedTech)

Location: Hybrid role based in Prague, Czech Republic

Salary: Kč704,000–Kč1,135,050 annual base pay

Company

Johnson & Johnson MedTech develops healthcare and vision care products and services focused on smarter, less invasive, and more personalized treatments.

What you will do

• Lead, motivate, and monitor a team of Customer Service Representatives to meet customer service KPIs, quality, compliance, safety, and service-level targets.
• Coach team members, conduct training and assessments, and manage professional development plans and performance reviews.
• Oversee customer relationships, order processing, inquiries, complaints, and communication across multiple channels.
• Resolve escalated complaints involving orders, products, medical issues, policies, and other business activities.
• Provide reporting and analytics to improve supply chain relationships and value-added customer services.
• Coordinate with Commercial Account Managers, commercial management, Customer Service Managers, and other stakeholders on customer and supply chain issues.

Requirements

• Experience in a customer service environment, ideally within a regulated industry.
• Fluency in Czech and English, both written and verbal.
• Experience managing, motivating, and communicating effectively with team members in a matrix environment.
• Strong customer focus, problem-solving, complaint-handling, communication, administrative, organizational, and time-management skills.
• Ability to work under pressure, take responsibility, and collaborate effectively.
• Business proficiency in Microsoft Office.

Nice to have

• Proficiency in SAP and automated order entry through EDI or FTP.
• Contact centre leadership experience.
• Project management experience.

Culture & Benefits

• Inclusive work environment guided by the Johnson & Johnson Credo and focused on employee dignity and recognition.
• Annual bonus with a target based on pay grade and location, or sales commissions where applicable.
• Vacation, parental leave of at least 12 weeks, bereavement leave, caregiver leave, and volunteer leave.
• Well-being reimbursement and financial, physical, and mental health programs.
• Service anniversary and recognition awards, plus participation in applicable insurance plans.