AskGS Experience Center Associate

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 smarter 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/.

The AskGS Experience Center Associate will work to resolve regional or global employee/customer inquiries, concerns and issues processes and policies through multiple channels including but not limited to phone, web/portal, chat & other digital channels. 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 GS tier 1 services, employee programs and services, process, and procedures including navigational support working with the Experience Center on escalations.

Major Duties & Responsibilities

• Receive inbound inquiries via multiple channels (Phone, Chat, Web and other digital intake channels), for multiple functions, for multiple regions (ASPAC, EMEA, NA, LATAM), understand and clarify the need, investigate, answer the inquiries and assist in the resolution of concerns leveraging Experience Center Guide and IOPs, and AskGS references and content.
• Access enabling technology to complete client inquiries and transactions.
• Fully document all cases in case management application.
• Work with complex cases within the team or escalate to higher tier for resolution or contact with third party vendors as appropriate in order to uphold effective and timely resolution.
• Escalate customer service issues to Experience Center Lead, Senior Associates / Advisors or Manager as necessary.
• Take ownership of all Experience 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. to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services resources available to them.
• Deliver exemplary performances by ensuring all Key Performance Indicators are at goal
• Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer service levels.
• Completes all digital acumen courses to develop understanding of available tools and technology to use platforms more efficiently and potentially come up with own ideas to improve processes.

• Help identify Experience Center functions or processes for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Experience 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.

Required Knowledge, Skills and Abilities

• Preferred Minimum Education: Bachelors degree
• Preferred Area of Study: Business Management, Org, Psych, or related discipline is preferred

Preferred Related Industry Experience (if applicable): Ideally, 1-2 years experience within Global Services or Shared Services, Business Process Outsourcing, also open to fresh graduates.

• 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 functional work
• Excellent telephone manner with clear, concise and professional communication skills
• Ability to accurately collect information 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
• Ability to work effectively in a fast-paced, self-directed team-based environment
• Enthusiastic team player with a strong drive 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 mindset
• Understand short-term and long-term implications of decisions and actions
• Experience with tools to report data, track and analyze trends and CRM (SalesForce/Service Now preferred )
• Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts
• MUST Possess required bi-lingual language skills equivalent to their English skills ( for Bi-lingual Candidates )

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.

We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential.

At Johnson & Johnson, we all belong.