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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, etc. in 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.

Requirements

• Customer service experience

• Proficient in these languages: Spanish (advanced required), English (intermediate required) & Portuguese (advanced required)

• Demonstrates customer orientation and ¡excellent customer service skills!.

• Strong written and verbal communication skills; handles internal communications and external/client communications with detailed support and assistance

• Excellent telephone manner with clear, concise and professional communication skills

PREFERRED

• Experience with tools to report data, track and analyze trends and CRM (Salesforce preferred)

• Experience with end-to-end customers (is a plus)

• Contact Center and Service Center experience, HR and/or Procurement Service Center

• Understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Generalist, Employee Relations, Procurement, billing, purchase orders, payment status).

Durante más de 130 años, la diversidad, la equidad y la inclusión (DEI) han sido parte de nuestro tejido cultural en Johnson & Johnson y están integradas en la forma en que hacemos negocios todos los días. Arraigados en Nuestro Credo, los valores de DEI impulsan nuestra búsqueda de crear un mundo más saludable y equitativo. Nuestra fuerza laboral diversa y nuestra cultura de pertenencia aceleran la innovación para resolver los desafíos de atención médica más apremiantes del mundo.

Sabemos que el éxito de nuestro negocio (y nuestra capacidad para ofrecer soluciones significativas) depende de qué tan bien comprendamos y satisfagamos las diversas necesidades de las comunidades a las que servimos. Es por eso que fomentamos una cultura de inclusión y pertenencia donde se valoran todas las perspectivas, habilidades y experiencias y nuestra gente puede alcanzar su potencial.

En Johnson & Johnson, todos pertenecemos.