Customer Service Specialist

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

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Job Description:

Overall purpose of job:

The customer service specialist is responsible for managing customer interactions inquiries and requests including the creation and tracking of orders. He/she handle chat and calls collaborate in implementing process improvements and support addition they contribute to solving complex problems identify improvement opportunities participate in projects and initiatives and he/she will be an expert in specific customer service processes. This role involves a multifaceted approach to customer support problem-solving and active involvement in process enhancement.

Essential duties and responsibilities:

• Manage interactions queries and requests from internal and external customers.

• Creation processing and tracking of orders.

• Scheduling deliveries and appointments

• Chat and call attention.

• Analyze customer service data to identify trends and areas for improvement.

• Audit support

• Solve issues related to: Orders account inquiries Service issue & Dispute management Returns etc.

• Contribute to the resolution of more complex problems.

• Identification of improvement opportunities.

• Participation in projects and initiatives

• Champions in processes related to customer service.

Special requirements:

• Customer Relationship Management

• Returns or Recalls Processing

• End-to-End Process Understanding

• Customer or Channel Understanding

• Analytics & Problem Solving

• Compliance Orientation

• Environment Health & Safety

• Project Management

Other features of the job:

• Performance & Metrics

• Continuous Improvement

• Innovation

• Technology & Data Management

Job location:

The analyst will be in Bogota Colombia

Job Requirements

Essential knowledge and skills:

• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications.

• Project Management

• Analytics & Problem Solving

• Customer Relationship Management

Core competencies required for this role:

• Technical skills: MS Office SAP Salesforce

• Office skills: Standard office telephone Email Outlook

• Language: Bilingual Spanish and plus English and Portuguese (depending on the market for Brazil is a must)

• Continuous Improvement

Required Skills:

Preferred Skills: