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The Global Services Senior Associate will work to resolve regional and global inquiries, concerns, and requests providing cross functional support for HR, Procurement, and/or Payroll received through multiple channels including phone, web, and chat. This person works to meet all expected operational execllence and business performance goals, by performing a full range of services including management of cross border inquiries 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 service requests, employee programs and policies, processes, and procedures including navigational support. This person is expected to be equipped with training and accesses to perform more complex transactional requests to ensure end to end service fulfillment. This person will also be tasked with specific operational and administrative functions to help promote improvement and seamless governance within the organization.

• Receives inbound inquiries via multiple channels (phone, web-form, chat), diagnose the needs, and assists in the resolution or triage of concerns for multiple functions (HR, Procurement, and/or Payroll) and regions including cross border inquiry management and support.
• Attends to and processes customer inquiries and request by using the Global Contact Center Guide whiel adhering to standard operating procedures and applying problem solving skills for resolution.
• Investigates issue areas and determines methods of mitigation in order to resolve problems within acceptable timeframes, routing or raising inquiries as appropriate in order to uphold effective and timely resolution.
• Fully documents all cases in case management application.
• Takes ownership of all Contact Center assigned tasks, initiatives, and inquiries and ensures 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. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services available to them.
• Processes and approves system transactions and handles more complex types of requests and inquiries.
• Surfaces customer service issues to Contact Center advisors, team leads, or manager as necessary.
• Contributes positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with issue resolution to update knowledge database (CCG) for future reference.
• Communicates and interacts 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.
• Handles customer critical issues including processes that may currently be out of scope of Contact Center.
• Helps identify Contact Center areas for improvement on daily operational processes and leads or provides support to implement these initiatives.
• Participates in operational meetings including QA calibrations and Workforce planning and discussions
• Participates in collaborator alignment and partnership for specific countries and small markets for operational governance
• Performs required user testing of new processes, telephony upgrades or systems
• May conduct transaction monitoring and coaching of Bottom Quartile performers of Contact Center Team and recommends appropriate action to Contact Center Leaders.

• Required Minimum Education: Bachelor's Degree
• Required Years of Related Experience: 2-4 years of related experience
• Demonstrates customer orientation and excellent customer service skills
• Strong organization skills, attention to detail and follow through to resolve any outstanding issues
• Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance
• Demonstrated understanding how work and local activities integrate with other HR functional work and in alignment with HR standards.
• Discretion, professionalism, confidentiality and judgment
• 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 prioritize workload and provide timely follow-up and resolution
• Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications ( e.g., MS Office, email, fax, Internet Explorer)
• Ability to work effectively in a fast-paced, self-directed team-based environment
• Enthusiastic teammate with a strong aim to create a positive work environment
• Ability to perform administrative activities
• Experience partnering internally and externally to address people-related challenges
• Uses a collaborative and employee and customer-focused attitude
• Understand short-term and long-term implications of decisions and actions
• Basic understanding of business, financial and organizational factors in relation to HR activities
• Experience with tools to report data, track and analyze trends and CRM ( SalesForce preferred )
• Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement effort