CUSTOMER SERVICE SPECIALIST

Biopharma Careers; Bogotá; Presencial; COP 36.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Johnson & Johnson in Bogotá, Colombia is seeking a Customer Services Specialist to manage customer interactions, orders, and inquiries, including chat and calls, and support process improvements.

You will work in Innovative Medicine, coordinating deliveries and contributing to problem solving while ensuring compliance and data integrity in SAP/Salesforce environments.

Formación

• Ability to make quick decisions and manage multiple information sources.
• Strong written and verbal communication skills.
• Project Management experience or exposure.
• Analytics & Problem Solving abilities.

Responsabilidades

• Manage interactions, queries, and requests from customers.
• Create, process, and track orders.
• Schedule deliveries and appointments.
• Chat and call handling.
• Analyze customer service data to identify trends and improvement opportunities.
• Support audits and resolve complex issues.
• Participate in projects and initiatives.

Conocimientos

Customer service

Analytical thinking

Communication skills

Problem solving

Herramientas

SAP

Salesforce

MS Office

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

Non-Technical Customer Service

Job Category

Professional

All Job Posting Locations

Bogotá, Distrito Capital, Colombia

Job Description

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for Customer Services Specialist to be in Bogotá.

Overall purpose of job

The customer service specialist is responsible for managing customer interactions, inquiries, and requests, including the creation, and tracking of orders. He/she handle chat and calls, collaborate in implementing process improvements, and support audits. In addition, they contribute to solving complex problems, identify improvement opportunities, participate in projects and initiatives, and he/she will be an expert in specific customer service processes. This role involves a multifaceted approach to customer support, problem-solving, and active involvement in process enhancement.

Essential duties and responsibilities

• Manage interactions, queries, and requests from internal and external customers.
• Creation, processing and tracking of orders.
• Scheduling deliveries and appointments
• Chat and call attention.
• Analyze customer service data to identify trends and areas for improvement.
• Audit support
• Solve issues related to: Orders, account inquiries, Service issue & Dispute management, Returns, etc.
• Contribute to the resolution of more complex problems.
• Identification of improvement opportunities.
• Participation in projects and initiatives
• Champions in processes related to customer service.

Special requirements

• Customer Relationship Management
• Returns or Recalls Processing
• End-to-End Process Understanding
• Customer or Channel Understanding
• Analytics & Problem Solving
• Compliance Orientation
• Environment Health & Safety
• Project Management

Other features of the job

• Performance & Metrics
• Continuous Improvement
• Innovation
• Technology & Data Management

Job location

The analyst will be in Bogota, Colombia

Job Requirements

Essential knowledge and skills:

• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications.
• Project Management
• Analytics & Problem Solving
• Customer Relationship Management

Core competencies required for this role

• Technical skills: MS Office, SAP, Salesforce
• Office skills: Standard office telephone, Email, Outlook
• Language: Bilingual Spanish and plus English and Portuguese (depending on the market for Brazil is a must)
• Continuous Improvement