GS LATAM 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:
Bogotá, Distrito Capital, Colombia

Job Description:

The Global Services Advocate II will work to resolve global client inquiries, concerns and issues regarding HR, Procurement and Payroll processes and policies through multiple channels including but not limited to phone, web/portal, 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, Procurement and Payroll Services, employee programs and services, process, and procedures including navigational support working with the Contact Center  on escalations.

 

Major Duties/Responsibilities

 

·         Receive inbound inquiries via multiple channels (phone, email, web-form, chat), For multiple functions (HR, Procurement, Payroll),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 to higher tier for resolution or contact with third party vendors as appropriate.

·         Escalate client service issues to Contact Center Lead, Senior Associates / Advisors or Manager as necessary.

·         Take ownership of all Contact 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.

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 utilizing problem solving skills for resolution.

·         Respond to requests / inquiries from customers (prioritizing as appropriate) and executes on the key tasks and activities within the Conta...