Global Services Advocate

hace 1 semana

Bogotá, Bogotá D.E., Colombia Johnson And Johnson A tiempo completo
Job Title: Global Services Advocate

At Johnson & Johnson, we believe that health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured. We are committed to delivering innovative solutions that make a meaningful impact on people's lives.

About the Role:

We are seeking a highly skilled and customer-focused Global Services Advocate to join our team in Bogotá, Colombia. As a key member of our customer service team, you will be responsible for resolving global client inquiries, concerns, and issues through multiple channels, including phone, email, web-form, and chat.

Key Responsibilities:
  • Receive and respond to inbound inquiries via multiple channels, clarifying needs and providing solutions.
  • Access enabling technology to complete client inquiries and transactions.
  • Document all cases in the Case Management system.
  • Escalate complex transactions for resolution or contact with third-party vendors as appropriate.
  • Apply Global Contact standard operating procedures and utilize problem-solving skills for resolution.
  • Assist and encourage users/customers to make effective use of self-service options, systems, products, and services.
Requirements:
  • High school diploma or bachelor's degree (preferred).
  • Customer service experience.
  • Proficient in Spanish (advanced required), English (advanced required), and Portuguese (advanced required).
  • Strong written and verbal communication skills.
  • Excellent telephone manner with clear, concise, and professional communication skills.
Preferred Qualifications:
  • Experience with tools to report data, track, and analyze trends and CRM (Salesforce preferred).
  • Experience with end-to-end customers (a plus).
  • Contact Center and Service Center experience, HR, and/or Procurement Service Center.
  • Understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Generalist, Employee Relations, Procurement, billing, purchase orders, payment status).
About Johnson & Johnson:

For over 130 years, diversity, equity, and inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson. We believe that the success of our business depends on how well we understand and meet the diverse needs of the communities we serve. We foster a culture of inclusion and belonging where all perspectives, abilities, and experiences are valued.

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