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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

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/.

We are hiring the best talent for Trilingual Customer Service (Portuguese, English & Spanish) to be located in Bogotá, Colombia (Relocation not applicable).

The Global Services Advocate (Trilingual Customer Service) 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 escalations.

Key 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.
• Escalate complex transactions for resolution or contact with third party vendors as appropriate.
• Attend to and process customer inquiries and request by applying Global Contact standard operating procedures and utilizing problem solving skills for resolution.
• 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

Qualifications

Education: Bachelor’s degree

REQUIRED:

• Customer service experience
• Proficiency in the following 3 languages: Spanish (advanced required), English (intermediate required), and Portuguese (advanced required)
• Demonstrates customer orientation and excellent customer service skills
• Strong written and verbal communication skills; able to handle internal communications and external/client communications with detailed support and assistance
• Excellent telephone manner with clear, concise, and professional communication skills
• Availability to work at least 3 days per week on-site in the city of Bogotá

PREFERRED

• Experience with tools to report data, track and analyze trends and CRM (Salesforce preferred)
• Experience with end-to-end customers (is a plus)
• Contact Center and Service Center experience, HR and/or Procurement Service Center
• Understanding of Procurement Functional domains (Procurement, billing, purchase orders, payment status).

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.

We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential.

At Johnson & Johnson, we all belong.

Required Skills:

Preferred Skills: