Analyst Customer Service Ops

Johnson & Johnson Innovative Medicine; Bogotá; Presencial; COP 36.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Johnson & Johnson Global Services is seeking a Customer Service Analyst in Bogotá. This role focuses on delivering superior service to internal stakeholders and external customers, handling orders, inquiries, and maintaining strong relationships with key customers and partners.

As part of the Global Customer Service team, you will operate across multiple channels, ensure timely responses, and strive for first-contact resolution while adhering to SOPs and SOX requirements, supporting continuous

Formación

• A bachelor’s degree or equivalent is required.
• Strong English.

Responsabilidades

• Process and respond to incoming interactions, order requests and inquiries from customers across multiple channels in compliance with SOPs, WI, and SOX.
• Aim for first interaction resolution by handling routine and more complex inquiries.
• Initiate and implement process improvements and projects.
• Adhere to quality control processes and guidelines.
• Coordinate with other departments to resolve exceptions and follow up with customers in a self-directed manner.
• Meet individual performance metrics and contribute to exceptional customer experience.

Conocimientos

Strong English

Educación

Bachelor's degree or equivalent

Descripción del empleo

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

Customer Service Analyst

“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.

As a member of our Global Customer Service team, you will have exclusive 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. The Global Services Customer Service organization provides best-in-class, cost-effective Customer Service interactions, and compliance—in a J&J way—to our Operating Companies around the world.Here, we value ideas for innovation and improvement and are committed to diversity and inclusion. We are proud to be an equal opportunity employer.

Position Summary

The Customer Service Analyst position is responsible for providing superior customer service to internal stakeholders 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 in support of your day-to-day duties. Strong collaboration, adaptability and time-management skills are critical for this role.

Key Responsibilities

This role has direct interaction with our customers - and -stakeholders -. All interactions with our customers are to be handled in a professional, helpful, 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 across multiple channels (e-mail, voice, chat or any other channel used) in compliance to department Standard Operating Procedures (SOP), Work instructions (WI), and SOX requirements.
• Responsible for both routine and more complex 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.
• Adhere to quality control processes and quality guidelines.
• Think and communicate cross-functionally to investigate and resolve exceptions promptly and accurately including any necessary 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, compliance, schedule adherence, etc.) and exemplifies the J&J Global Leadership Profile.
• Remain current with and apply internal and operating companies’ policies & procedures.
• Participate in cross-functional activities, meetings, and initiatives within GS Commercial Services to promote continuous improvement, agility, and accountability.
• Engage in ongoing learning opportunities that align with evolving business needs.
• Contribute to and promote collaboration, growth, and teamwork across the Customer Service area.
• Complete required compliance/assigned training by required due date.
• Identify and raise continuous improvement and automation opportunities.
• Follow the US business calendar for work schedule; Colombian public holidays are considered regular working days.
• Other duties as assigned that are reasonably related to the responsibilities of this role.

Qualifications

• A bachelor’s degree or equivalent is required.
• Strong English