CUSTOMER SERVICE SPECIALIST LATAM

7456-Johnson & Johnson MedTech Colombia S.A.S. Legal Entity; Bogotá; Sur place; COP 44 640 000 - 78 120 000; Plein temps

Résumé du poste

Johnson & Johnson Colombia is seeking a Customer Service Specialist responsible for managing customer interactions, inquiries, and order creation and tracking. The role involves handling chat and calls, supporting process improvements, and contributing to audits.

You will analyze service data to identify trends, assist in resolving issues, participate in projects, and act as an expert in customer service processes, ensuring end-to-end support and high satisfaction.

Qualifications

• Proficient in written and oral communications.
• Experience with SAP and Salesforce CRM systems.
• Strong analytical and problem-solving abilities.

Responsabilités

• Manage interactions, queries, and requests from customers.
• Creation, processing and tracking of orders.
• Scheduling deliveries and appointments via chat and calls.
• Analyze customer service data to identify trends and opportunities.
• Audit support and resolution of issues related to orders, inquiries, and returns.
• Contribute to resolving more complex problems.
• Participate in projects and initiatives related to customer service.

Connaissances

MS Office

SAP

Salesforce

Description du poste

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: Job Description 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: Portuguese Mandatory Continuous Improvement Required Skills: Preferred Skills:

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 https://www.jnj.com/.