Global Services Associate Ii

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 Ne

This is a Cross-Sector role. Learn more about our Sectors:
Medical Devices

At Johnson & Johnson Medical Devices Companies, we are using our breadth, scale, and experience to reimagine the way healthcare is delivered and to help people live longer, healthier lives.

In a radically changing environment, we are making connections across science and technology to combine our own expertise in surgery, orthopedics, and interventional solutions with the big ideas of others to design and deliver doctor and patient-centric products and solutions.

We are in this for life.

Pharmaceuticals

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.

**GLOBAL SERVICES ASSOCIATE II**

The Global Services Advocate II will work to resolve global client 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. 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, Procurement and Payroll Services, employee programs and services, process, and procedures including navigational support working with the Contact Center on escalations.

Major Duties & Responsibilities
- Access enabling technology to complete client inquiries and transactions.
- Escalate complex transactions to higher tier for resolution or contact with third party vendors as appropriate.
- Escalate client service issues to Contact Center Lead, Senior Associates / Advisors or Manager as necessary.
- Take 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.
- 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.
- Respond to requests / inquiries from customers (prioritizing as appropriate) and executes on the key tasks and activities within the Contact Center in accordance with defined procedures and guidelines. Investigate issue areas and determine methods of mitigation in order to resolve problems within acceptable timeframes, routing or escalating inquiries as appropriate in order to uphold effective and timely resolution.
- Deliver exemplary performances by ensuring all Key Performance Indicators are at goal
- Develop 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.
- Identify 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.
- Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with Contact issue resolution for knowledge database future reference.
- Communicate and interact effectively with customers and team members of the Global Services team(s); develop credibility and trusted mutually respected relationships with customers, supervisors, and team members.
- Interact and interface with customers, vendors, service providers, and other third parties as applicable in relation to the activities and dependencies within the GS Contact area.
- Participate in any required user testing of new processes, telephony upgrades or systems
- Perform special projects and related duties as assigned.
- Work in colla