Customer Services Analyst

At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity.

Diversity & 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.

At Janssen, we’re creating a future where disease is a thing of the past. We’re the Pharmaceutical Companies of Johnson & Johnson, working tirelessly to make that future a reality for patients everywhere by fighting sickness with science, improving access with ingenuity, and healing hopelessness with heart. We focus on areas of medicine where we can make the biggest difference: Cardiovascular & Metabolism, Immunology, Infectious Diseases & Vaccines, Neuroscience, Oncology, and Pulmonary Hypertension.

We are Janssen.

Our mission drives us.

Our patients inspire us.

We collaborate with the world for the health of everyone in it.

**We are searching the best talent for **People & Performance Specialist **, **located in Bogota, Colombia.**

**People & Performance Specialist, is responsible for designing, developing, implementing, and evaluating training programs and initiatives within the Customer Service Team. Individual will collaborate with stakeholders to identify training needs, create training materials, ensure document management, and process excellence adherence, facilitate training sessions, and assess the effectiveness of the training programs. The Training Senior Specialist will also keep up to date with industry trends and best practices to continuously improve training processes and content. The individual will also ensure that customer service team have the necessary skills and knowledge to provide exceptional service to customers.**:
**You will be responsible for**:

- Collaborate with stakeholders to identify training needs and gaps within the Customer Service Team.
- Design and develop comprehensive training materials, including presentations, manuals, e-learning modules, and engagement learning tools.
- Provide ongoing coaching and support to customer service team to reinforce training concepts and enhance performance.
- Lead and support CREDO activities that enhance customer service culture to keep living our main pillars and values.
- Maintain Onboarding process and guarantee training sessions for customer service, using a variety of methods and technologies.
- Evaluate the effectiveness of training programs through assessments, feedback surveys, and performance metrics.
- Continuously update and improve training curriculum based on feedback, business needs, and industry trends.
- Monitor and track training participation and completion rates to ensure compliance with training requirements.
- Provide proactive guidance and insight to customer service leadership team to identify talent development and career opportunities within organization.
- Stay up to date about industry trends, best practices, and new technologies, to drive innovation and development within the team.

**Qualifications**:
**Qualifications and requirements**:

- Bachelor’s degree in Human Resources, Psychology, Business Administration, Industrial Engineering or related field.
- Proven experience in designing and delivering training programs.
- Strong knowledge of instructional design principles and adult learning methodologies.
- +2~4 years of confirmed experience in training and communication field
- Exceptional communication skills, both verbal and written, able to effectively communicate insights from data with both colleagues and executives.
- Excellent presentation and facilitation skills.
- Effective communication and interpersonal skills.
- Ability to work collaboratively with cross-functional teams.
- Professional certification in training and development is a plus.
- Fluency in English. Portuguese proficiency is as plus.