GS LATAM Experience Center Associate

Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Bogotá Distrito Capital, Colombia
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 https://https://www.jnj.com/.

We are hiring the best talent for Trilingual Customer Service (Portuguese, English & Spanish) to be located in Bogotá,Colombia (Relocation not applicable)

The Global Services Advocate (Trilingual Customer Sevice) will work to resolve global client inquiries, concerns and issues on one of our identified functions through our multiple channels including phone, fax, email, web-form, and chat. This person works to meet all expected service levels and business performance goals, performing a full range of services and fully documenting all cases in the Case Management system. This person supports J&J employees and the GS community regarding all inquiries related to HR Services, employee programs and services, process, and procedures including navigational support working with the Contact Center on escalations.

Key Responsibilities**:**

• Receive inbound inquiries via multiple channels (phone, email, fax, web-form, chat), clarify the need, answer the inquiries and assist in the resolution of concerns.

• Access enabling technology to complete client inquiries and transactions.

• Fully document all cases in case management application.

• Escalate complex transactions for resolution or contact with third party vendors as appropriate.

• Attend to and process customer inquiries and request by applying Global Contact standard operating procedures and utilizing problem solving skills for resolution.

• Assist and encourage users / customers to make effective use of self-service options, systems, products, services, etc. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services available to them

Qualifications

Education: Bachelor's degree

REQUIRED:

• Customer service experience

• Proficient in these 3 languages: Spanish (advanced required), English (intermediate required) & Portuguese (advanced required)

• Demonstrates customer orientation and ¡excellent customer service skills!.

• Strong written and verbal communication skills; handles internal communications and external/client communications with detailed support and assistance

• Excellent telephone manner with clear, concise and professional communication skills

PREFERRED

• Experience with tools to report data, track and analyze trends and CRM (Salesforce preferred)
• Experience with end-to-end customers (is a plus)
• Contact Center and Service Center experience, HR and/or Procurement Service Center
• Understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Generalist, Employee Relations, Procurement, billing, purchase orders, payment status).