HR Contact Center Associate with Dutch / part time (limited contract)

Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.” 

There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs.

Contact Center Associate with Dutch / part-time role

Location: Prague

Contract: 6 months contract

We are looking for a Contact Center Specialist. In this role, YOU will be supporting J&J employees in EMEA countries and helping them with all inquiries related to employee programs and services, policies, processes, and procedures. You will be cooperating with specialist teams. Understanding of HR aspects would be seen as an advantage.

The responsibilities & the impact YOU will have:

• Receiving HR-related inquiries from J&J employees via all channels (email, web form, chat or phone – few a day), clarifying the need, answering the inquiries, and assisting in the resolution of concerns
• Fully detailing all cases in case management application
• Advancing complex transactions for resolution or contact with third-party vendors.
• Bringing up client service issues to Contact Center Team Lead, supervisor, or manager as necessary
• Access enabling technology to complete client inquiries and transactions.
• Respond to requests/inquiries from customers (prioritizing as appropriate) and executes on the key tasks and activities within the Contact Center in accordance with defined procedures and guidelines. Investigate issue areas and determine methods of mitigation in order to resolve problems within acceptable timeframes, routing or escalating inquiries as appropriate in order to uphold effective and timely resolution.