Customer Service Specialist LATAM

Johnson Johnson; Bogotá ciudad; Presencial; COP 27.900.000 - 46.872.000; Jornada completa

Descripción de la vacante

Johnson & Johnson is seeking a customer service specialist to manage interactions, inquiries, and order tracking in Bogota, Colombia. The role involves handling chats and calls, supporting process improvements, and contributing to audits.

Essential duties include managing customer requests, order processing, delivery scheduling, and issue resolution with a focus on continuous improvement and collaboration across teams.

Formación

• Must be able to communicate effectively in written and spoken English.
• Proven ability to handle multiple information sources and prioritize tasks.
• Portuguese mandatory for this role.

Responsabilidades

• Manage interactions, queries, and requests from customers.
• Create, process and track orders accurately.
• Schedule deliveries and appointments.
• Handle chat and calls with customers.
• Analyze service data to spot trends and opportunities for improvement.
• Support audits and process improvements.
• Resolve issues related to orders, accounts, issues, returns, etc.
• Contribute to complex problem resolution.
• Participate in projects and initiatives.

Conocimientos

Decision making

Communication

Multi-source information handling

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 .

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

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