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CUSTOMER SERVICE ANALYST - 2406178174W

Description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are more thoughtful and less invasive, and solutions are personal. Through 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 humanity. Learn more at https://www.jnj.com/ .

Diversity, Equity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough!

“Reimagine the possibilities” at Johnson and Johnson Global Services employee with a focus on Customer Service. We live this motto every day by creating game-changing business solutions for the world’s largest and most broadly-based healthcare company.

We are searching for the best talent for DART CUSTOMER SERVICE ANALYST to be in BOGOTA, COLOMBIA.

As a member of our Global Customer Service team, you will have best-in-class access to a network of professionals located in over 60 countries. This new network will help you build on your current skills and explore opportunities to grow your career in J&J.

At J&J Global Customer Service, we value ideas for innovation and improvement and are committed to diversity and inclusion. Together we will reimagine business processes to become more effective, more efficient, and improve customer experience. We are proud to be an equal opportunity employer.

This role will be part of the Global Services Customer Service team under DART Structure -providing best-in-class, cost-effective Customer Service interactions, and compliance—in a J&J way—to our Operating Companies around the world.

This role is responsible for providing superior, customer service to internal partners and external customers, in a professional, timely and self-directed manner. The key activities include order creation, inquiry management and supporting customer and stakeholder relationships.

You will follow J&J Global Services tools, procedures, and guidelines to support of your day-to-day duties. Strong collaboration, adaptability and time-management skills are essential for this role.

Key Responsibilities

This role has direct interaction with our customers - and -stakeholders. All interactions are to be handled in a professional, effective, and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements. Daily activities include:

• Process and respond to incoming interactions order requests and inquiries from customers in compliance to department Standard Operating Procedures (SOP), Work instructions (WI), and SOX requirements.

• Responsible for both routine and more sophisticated inquiry/service management to achieve a “closed loop” resolution process for the customer, striving for first interaction resolution.

• Initiate and implement process improvements and projects.

• Enforce to quality control processes and quality guidelines.

• Think and communicate cross-functionally to investigate and resolve exceptions promptly and accurately including any vital coordination with other departments. Follow-up with customers as required, in a self-directed manner.

• Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Services organization in support of exceptional customer experience (e.g., Average Handle time, email/interaction quality, schedule adherence, etc.) and exemplifies the J&J Global Leadership Profile.

• Remain current with and apply internal and operating companies’ policies & procedures.

• Contribute to and promote collaboration, growth, and teamwork across the Customer Service area.

• Completes required compliance/assigned training by required due date.

• Identifies and raises continuous improvement and automation opportunities.

Qualifications

Love this role? See the requirements below!

• A bachelor’s degree or equivalent is required.

• 2 years of experience in customer services

• Strong English language verbal and written communication skills is required.

• Customer Focus: Demonstrates an understanding of the needs of the organization and customers to ensure customer satisfaction

• Research and problem-solving skills required.

• Ability to implement tactically, quickly adapt to situations, and address day-to-day operational challenges with minimal direction.

• Cultural awareness and an ability to work with a multitude of people across multiple markets assigned.

• Knowledge and/or experience with Salesforce - SAP - desired

• Knowledge of Compliance requirements (SOX and Business Controls) is desired.

• Proficiency with Microsoft Word, Excel and Power Point required.

• Intermediate Analytics Skills required.

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location Latin America-Colombia-Distrito Capital de Bogotá-Bogotá

Organization J&J Colombia S.A.S.

Job Function Customer Service Operations

Req ID: 2406178174W