CUSTOMER SERVICE SPECIALIST

Johnson & Johnson Innovative Medicine; Bogotá; Presencial; COP 24.000.000 - 36.000.000; Jornada completa

Descripción de la vacante

Johnson & Johnson Innovative Medicine in Bogota, Colombia is seeking a Customer Services Specialist to manage customer interactions, process orders, and coordinate deliveries. The role requires strong communication, problem solving, and a solid understanding of CRM tools.

Bilingual Spanish and English (Portuguese a plus) is preferred. You will work with internal teams to resolve issues, analyze service data for improvements, and participate in audits and projects to enhance the customer

Formación

• Ability to make quick decisions and manage multiple information sources.
• Proficient written and oral communication.
• Project management experience.
• Analytics and problem solving skills.
• Customer Relationship Management experience.

Responsabilidades

• Manage interactions, queries, and requests from customers.
• Create, processing and tracking of orders.
• Schedule deliveries and appointments.
• Handle chat and phone inquiries.
• Analyze service data to identify trends.
• Audit support and compliance.
• Contribute to process improvement projects.
• Resolve complex customer service issues.
• Participate in initiatives and projects.
• Champion customer service processes.

Conocimientos

Decision making

Communication skills

Project management

Analytics & problem solving

CRM understanding

Multitasking

Herramientas

MS Office

SAP

Salesforce

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