Global Services Associate - Korean Bilingual

About Johnson & Johnson

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://www.jnj.com/.

The Global Services Advocate 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 customer concerns.
Major Duties and 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.


* Raise complicated transactions to Tier 1.5 for resolution or contact with third party vendors as appropriate.


* Raise client service issues to Contact Center Lead, supervisor or manager as necessary.


* Take ownership of all Contact assigned tasks, initiatives, and inquiries and ensure that they are resolved / completed efficiently and with a superior level of quality.


* 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.


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


* Respond to requests / inquiries from customers (prioritizing as appropriate) and completes the key tasks and activities within the Contact Center in accordance with defined procedures and guidelines.

Investigate issue areas and identify methods of mitigation in order to resolve problems within acceptable timeframes, routing or raising inquiries as appropriate in order to uphold effective and timely resolution.


* Develop understanding of Global Services operations and the J&J organization.


* Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing custo...