Global Services Associate Ii
hace 5 meses
At Johnson & Johnson, we believe good health is the foundation of vibrant lives, thriving communities, and forward progress. That’s why for more than 135 years, we have aimed to keep people well at every age and every stage of life. Today, as the world’s largest and most broadly based healthcare company, we are committed to using our reach and size for good. We strive to improve access and affordability, create healthier communities, and put a healthy mind, body, and environment within reach of everyone, everywhere. Every day, our more than 140,000 employees across the world are blending heart, science, and ingenuity to profoundly change the trajectory of health for humanity.
Diversity, Equity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.
When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough.
This is a Cross-Sector role. Learn more about our Sectors:
At Johnson & Johnson MedTech, we unleash diverse healthcare expertise, purposeful technology, and a passion for people to transform the future of medical intervention and empower everyone to live their best life possible. For more than a century, we have driven breakthrough scientific innovation to address unmet needs and reimagine health. In surgery, orthopedics, vision, and interventional solutions, we continue to help save lives and create a future where healthcare solutions are smarter, less invasive, and more personalized.
**We are searching for the best talent for Global Services Advocate II to be in Bogota**
**Purpose**: The Global Services Advocate II will work to resolve global client, J&J employees and the GS community 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, working 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.
**You will be responsible for**:
- To escalate complex transactions to higher tier for resolution or contact with third party vendors as appropriate and client service issues to Contact Center Lead, Senior Associates / Advisors or Manager as necessary, taking 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, assisting and encouraging 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.
- To Deliver exemplary performances by ensuring all Key Performance Indicators are at goal, developing an understanding of Global Services operations and the J&J organization, continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer service levels.
- Identifying Contact Center areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Contact Center Lead, Senior Associates and Advisor, contributing positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with Contact issue resolution for knowledge database future reference.
- To participate in any required user testing of new processes, telephony upgrades or systems, working in collaboration with other team members in Contact center to execute tasks and fulfill key deliverables, seeking input and assistance as needed, establishing and maintaining a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner, participating in scheduled and ad hoc training in order to improve policy and process acumen.
**Qualifications**:
- Demonstrates customer orientation and excellent customer service skills **are required.**:
- Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance **are required.**:
- Demonstrated understanding how work and local activities integrate with other HR functional work and in alignment with HR standards **is desirable **.
- Basic understanding of business, financial and organizational factors in relation to HR activities **is desirable.**:
- Experience with tools to report data, track and analyze trends and CRM ( SalesForce preferred )
- Oral english and Portuguese Advanced **is required.
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