CUSTOMER SERVICE SPECIALIST LATAM

Johnson & Johnson Innovative Medicine; Bogotá ciudad; Presencial; COP 28.000.000 - 36.000.000; Jornada completa

Descripción de la vacante

Johnson & Johnson is seeking a Customer Service Specialist in Bogote1, Colombia. You will manage customer interactions, handle orders, and schedule deliveries while collaborating on process improvements and audits. The role requires strong communication and CRM skills, with emphasis on problem solving and cross-functional teamwork.

Proficiency in Portuguese is mandatory. The position is based on-site in Bogote1, with opportunities to optimize customer journeys and contribute to operational

Formación

• Proficient in written and oral communication.
• Experience with customer service processes and data analysis.
• Knowledge of CRM and order management processes.

Responsabilidades

• Manage customer interactions and responses across channels.
• Create, process and track orders.
• Schedule deliveries and appointments; handle chat and calls.
• Analyze service data to identify trends and improvement opportunities.
• Support audits and assist in process improvements.
• Resolve issues related to orders, inquiries, returns, and disputes.

Conocimientos

Decision making

Communication

Project Management

Analytics & Problem Solving

Customer Relationship Management

MS Office

SAP

Salesforce

Portuguese (Mandatory)

Herramientas

SAP

Salesforce

MS Office

Outlook

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:

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: