Customer Service Sr Leader Latam

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.

We are searching for the best talent for Customer Service Sr Leader LatAm to be in Bogotá - Colombia.

Purpose:
The Customer Service Sr Leader LatAm will be responsible for leading Day-to-Day operations, ensuring the smoothly and effectively running of CS processes. In addition, track and meet Deliver objectives and KPIs, creating a team culture of excellence, efficiency, and growth, serving our customers, and connecting with our key stakeholders.

Essential duties and responsibilities:
Ø Leading and managing a team of customer service representatives by providing guidance, support, and feedback. This includes setting performance goals, conducting performance reviews, and fostering a positive work environment.

Ø Ensuring the team is well-trained in customer service best practices, product knowledge, and company policies. This involves organizing training sessions, coaching team members, and identifying areas for skill improvement.

Ø Handling complex customer inquiries or complaints that have been escalated from frontline staff, ensuring they are resolved promptly and satisfactorily.

Ø Monitoring and analyzing the performance of the customer service team using key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.

Ø Identifying areas where customer service processes may be improved to enhance efficiency and customer satisfaction. This can involve implementing new tools, updating procedures, and streamlining workflows.

Ø Preparing and presenting regular reports on team performance, customer feedback, and service metrics to senior management. This also includes making recommendations for improvements based on data analysis.

Ø Managing customer service resources, including staffing levels, scheduling, and allocating tasks to ensure optimal team performance.

Ø Acting as a customer advocate by providing feedback to the company on customer needs and experiences.

Ø Keeping abreast of new product launches Quality & Compliance requirements aiming excellence in operations

**Qualifications**:
Requirements and Qualifications

Ø Leadership and Management: Strong leadership skills to motivate and manage a team, while fostering a collaborative and positive work environment (5+ years of customer service experience)

Ø Communication: Excellent verbal and written communication skills are crucial for interacting with customers, team members, and other stakeholders effectively.

Ø Problem-Solving: Ability to think critically and solve problems efficiently, especially when handling escalated customer issues.

Ø Organizational Skills: Strong organizational skills to manage multiple tasks, prioritize effectively, and ensure that customer service operations run smoothly.

Ø Technical Proficiency: Familiarity with customer service process, ERP and CRM systems, and other relevant technologies to manage and analyze customer interactions.

Ø Analytical Skills: The ability to analyze data, interpret performance metrics, and make informed decisions to improve team performance.

Ø Bachelor’s degree in a related field or equivalent experience

Ø Fluent English and Portuguese (required)