GS LATAM Experience Center Associate

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 .

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson we respect the diversity and dignity of our employees and recognize their merit.

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Job Description:

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

Receive inbound inquiries via multiple channels (phone email web-form chat) For multiple functions (HR Procurement Payroll)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.

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 order to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services available to them.

Attend to and process customer inquiries and request by applying Global Contact standard operating procedures and utilizing problem solving skills for resolution.

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

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