CUSTOMER SERVICE SPECIALIST LATAM

7456-Johnson & Johnson MedTech Colombia S.A.S. Legal Entity; Bogotá ciudad; Presencial; COP 26.784.000 - 46.872.000; Jornada completa

Descripción de la vacante

Johnson & Johnson in Bogote1, Colombia, is seeking a Customer Service Specialist to manage customer interactions, orders, deliveries, and support audits. You will analyze service data, solve issues across orders, inquiries, service disputes, and returns, and contribute to process improvements.

The role emphasizes customer relationships and continuous improvement. The position requires handling multi-channel communication, collaboration with internal teams, and expert knowledge of CRM processes

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Data analysis

Communication skills

Decision making

Project management

CRM knowledge

Continuous improvement

Problem solving

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 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 jnj.com.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

Job Posting Locations:

Bogotá, Distrito Capital, Colombia

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

Job location:

The analyst will be in Bogota, Colombia

Job Requirements:

Essential knowledge and 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.