Analyst Cust Serv Ops
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at
Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
ProfessionalAll Job Posting Locations:
Suzhou Jiangsu ChinaJob Description:
职位描述
The Global Services Associate will work to resolve regional or global employee/customer inquiries concerns and issues regarding but not limited to HR Procurement and Payroll processes and policies through multiple channels including but not limited to phone web/portal chat & other digital channels. 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 GS tier 1 services (e.g. HR Procurement and Payroll Services) employee programs and services process and procedures including navigational support working with the Experience Center on escalations.
Major Duties/Responsibilities
Receive inbound inquiries via multiple channels (Phone Chat Web and other digital intake channels) for multiple functions (HR Procurement Payroll) for multiple regions (ASPAC EMEA NA LATAM) understand and clarify the need investigate answer the inquiries and assist in the resolution of concerns leveraging Experience Center Guide and IOPs and AskGS references and content.
Access enabling technology to complete client inquiries and transactions.
Fully document all cases in case management application.
Work with complex cases within the team or escalate to higher tier for resolution or contact with third party vendors as appropriate in order to uphold effective and timely resolution.
Escalate customer service issues to Experience Center Lead Senior Associates / Advisors or Manager as necessary.
Take ownership of all Experience 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. to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services resources available to them.
Deliver exemplary performances by ensuring all Key Performance Indicators are at goal
Continuously improve call handling skills systems knowledge and communications skills thus enhancing customer service levels.
Completes all digital acumen courses to develop understanding of available tools and technology to use platforms more efficiently and potentially come up with own ideas to improve processes.
Help identify Experience Center functions or processes for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Experience 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.
Other Duties & Responsibilities
Describe important duties and responsibilities not mentioned above that are less significant and may not critical to accomplishing the core functions of the job
Perform special projects and related duties as assigned.
Work in collaboration with other team members in Experience center to execute tasks and fulfill key deliverables seeking input and assistance as needed.
Establish and maintain a confidential and sensitive work environment focusing on customer service by handling all customer requests in a professional manner.
Participates in scheduled and ad hoc training to improve policy and process acumen.
Required Skills:
Preferred Skills:
Required Experience:
IC
Key Skills
- ArcGIS
- Intelligence Community Experience
- GIS
- Python
- Computer Networking
- Data Collection
- Intelligence Experience
- R
- Relational Databases
- Analysis Skills
- Data Management
- Application Development
About Company
About Johnson & Johnson A t Johnson & Johnson, we believe good health is the foundation of vibrant lives, thriving communities and forward progress. That’s why for more than 130 years, we have aimed to keep people well at every age and every stage of life. Today, as the world’s larges ... View more
