Analyst Cust Qual

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:
Quality

Job Sub Function:
Customer/Commercial Quality

Job Category:
Professional

All Job Posting Locations:
São Paulo, Brazil

Job Description:

This position provides contact center support for complaint handling and is responsible for adherence to department procedures, country specific privacy and regulatory guidelines while meeting customer expectations with a focus on overall customer experience and retention.
 


* Evaluates and resolves product complaints worldwide per JJVC, FDA, ISO, SOX, and other applicable regulatory requirements.


* Monitors feedback activity using CHS and SAP systems to provide complain resolution and promote customer satisfaction.


* Documents files accurately.


* Positively interacts with customer, providing education, product and service information and resolution.


* Positions supporting international affiliates require working hours based on coverage required per time zones associated with supported countries, including US holidays.


* May be responsible for actively monitoring workflow and ensuring complaints are closed in accordance with established MD&D and departmental metrics.


* Works in a cooperative and collaborative manner with fellow team members through constructive communication, flexibility, and exhibits a willingness to assist other team members.


* May contribute to cross-functional teams.

Interacts effectively with peers and leadership across departments.


* May be responsible for additional administrative and technical tasks, including PO generation and monitoring,


* IT help desk requests and call center telephony support.


* Adheres to safety and environmental policy and procedures and supports department safety and environmental objectives.

EXPERIENCE & EDUCATION


* Vocational, Certificate, Technical, or Associates


* 2 years customer service/relations experience.


* Strong interpersonal, organizational and multi-tasking skills.


* Positions supporting international affiliates require effective written and oral communication skills in English; Spanish, Portuguese as required by affiliate.