customer service sr lead latam

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at

Job Function
Customer Management

Job Sub Function
Non-Technical Customer Service

Job Category
People Leader

All Job Posting Locations:
Bogotá, Distrito Capital, Colombia

Job Description
Overall purpose of job:
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

• 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.
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• 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.
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• Handling complex customer inquiries or complaints that have been escalated from frontline staff, ensuring they are resolved promptly and satisfactorily.
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• 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.
• 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.
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• 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.
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• Managing customer service resources, including staffing levels, scheduling, and allocating tasks to ensure optimal team performance.
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• Acting as a customer advocate by providing feedback to the company on customer needs and experiences.
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• Keeping abreast of new product launches Quality & Compliance requirements aiming excellence in operations

Requirements And Qualifications
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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)

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

• Problem-Solving: Ability to think critically and solve problems efficiently, especially when handling escalated customer issues.
• Organizational Skills: Strong organizational skills to manage multiple tasks, prioritize effectively, and ensure that customer service operations run smoothly.
• Technical Proficiency: Familiarity with customer service process, ERP and CRM systems, and other relevant technologies to manage and analyze customer interactions.
• Analytical Skills: The ability to analyze data, interpret performance metrics, and make informed decisions to improve team performance.
• Bachelor's degree in a related field or equivalent experience
• Fluent English (required) Portuguese (plus)

Required Skills
Preferred Skills:
Analytical Reasoning, Coaching, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Omni-Channel Support, Service Request Management, Team Management