The Global Services Advocate (Trilingual Customer Sevice) will work to resolve global client inquiries, concerns and issues on one of our identified functions through our multiple channels including phone, fax, email, web-form, 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 Services, employee programs and services, process, and procedures including navigational support working with the Contact Center on escalations.

Key Responsibilities:

• 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.

• Escalate complex transactions for resolution or contact with third party vendors as appropriate.

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

• 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