Johnson & Johnson is an American multinational corporation founded in 1886 that develops medical devices, pharmaceutical and consumer packaged goods.
Global Services Associate I (Dayshift)
Receive inbound inquiries via multiple channels (phone, email, fax, web-form, chat), clarify the need, answer the inquiries and assist in the resolution of concerns.
Access enabling technology to complete client inquiries and transactions.
Fully document all cases in case management application.
Advance complex transactions to Tier 2 for resolution or contact with third party vendors as appropriate.
Raise client service issues to Contact Center Team Lead, supervisor or manager as necessary.
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 HR available to them.
Take ownership of all Contact assigned tasks, initiatives, and inquiries and ensure that they are resolved / completed efficiently and with an outstanding level of quality.
Attend to and process customer inquiries and request by applying Global Contact standard operating procedures and utilizing problem solving skills for resolution.
Identify Contact 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 team Lead.
Supply positively to a knowledge sharing environment by detailing and sharing all significant working experiences with Contact issue resolution for knowledge database future reference.
Communicate and interact effectively with customers and team members of the Global Services HR team(s); develop credibility and trusted mutually respected relationships with customers, supervisors, and co-members.
University/Bachelors Degree or Equivalent
Experience And Skills:
Demonstrates customer orientation and excellent customer service skills.
Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance.
Excellent telephone manner with clear, concise and professional communication skills
Ability to accurately collect information in order to understand and assess the clients’ needs and situation
Will be trusted to secure and maintain confidential information.
Ability to work effectively in a fast-paced, self-directed team-based environment
Strong organization skills, attention to detail and follow through to resolve any outstanding issues.
We are looking for enthusiastic team player with a strong commitment to create a positive work environment
Basic understanding of business, financial and organizational factors in relation to HR activities.