AskGS Experience Center Associate

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

Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Paranaque, National Capital Region (Manila), Philippines

Job Description:

The AskGS Experience Center Associate will work to resolve regional or global employee/customer inquiries, concerns and issues regarding but not limited to HR, Procurement and Payroll processes and policies through multiple channels including but not limited to phone, web/portal, chat & other digital channels.

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 GS tier 1 services (e.g.

HR, Procurement and Payroll Services), employee programs and services, process, and procedures including navigational support working with the Experience Center on escalations.



* Receive inbound inquiries via multiple channels (Phone, Chat, Web and other digital intake channels), for multiple functions (HR, Procurement, Payroll), for multiple regions (ASPAC, EMEA, NA, LATAM), understand and clarify the need, investigate, answer the inquiries and assist in the resolution of concerns leveraging Experience Center Guide and IOPs, and AskGS references and content.


* Access enabling technology to complete client inquiries and transactions.


* Fully document all cases in case management application.


* Work with complex cases within the team or escalate to higher tier for resolution or contact with third party vendors as appropriate in order to uphold effective and timely resolution.


* Escalate customer service issues to Experience Center Lead, Senior Associates / Advisors or Manager as necessary.


* Take ownership of all Experience Center assigned tasks, initiatives, and inquiries and make sure 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.

to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services resources available to them.                     


* Deliver exemplary performances by ensuring all Key Performance Indicators are at goal


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