GS LATAM Experience Center Associate

7456-Johnson & Johnson MedTech Colombia S.A.S. Legal Entity; Bogotá ciudad; Presencial; COP 28.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

Johnson & Johnson MedTech Colombia S.A.S. invites applications for a Trilingual Customer Service Advocate located in Bogotá. The role focuses on resolving global client inquiries in Portuguese, English, and Spanish across multiple channels and documenting every case in the Case Management system.

The ideal candidate has a Bachelor’s degree, customer service experience, and fluency in Spanish (advanced), English (intermediate), and Portuguese (advanced). On-site availability in Bogotá is required.

Formación

• Bachelor’s degree
• Customer service experience
• Proficiency in 3 languages: Spanish (advanced), English (intermediate), Portuguese (advanced)
• Demonstrates customer orientation and excellent customer service skills
• Strong written and verbal communication with internal/external communications
• Excellent telephone manner with clear, concise communication
• On-site in Bogotá at least 3 days per week

Responsabilidades

• Handle inbound inquiries via multiple channels (phone, email, fax, web-form, chat) and clarify needs
• Document all cases in Case Management system
• Escalate complex transactions or contact with third parties when needed
• Encourage use of self-service options and supported systems to drive quick resolution
• Educate customers about Global Services available and navigate HR services processes

Conocimientos

Customer service experience

Spanish (advanced)

English (intermediate)

Portuguese (advanced)

Educación

Bachelor's degree

Herramientas

Salesforce

Descripción del empleo

Job Description

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/.

Job Function: Customer Management Job Sub Function: Customer Service Operations Job Category: Professional All Job Posting Locations: Bogotá, Distrito Capital, Colombia

We are hiring the best talent for Trilingual Customer Service (Portuguese, English & Spanish) to be located in Bogotá, Colombia (Relocation not applicable). The Global Services Advocate (Trilingual Customer Service) will work to resolve global client inquiries, concerns and issues on one of our identified functions through our multiple channels including phone, fax, email, web-form, and chat. This person works to meet all expected service levels and business performance goals, performing a full range of services and fully documenting all cases in the Case Management system. This person supports J&J employees and the GS community regarding all inquiries related to HR Services, employee programs and services, process, and procedures including navigational support working with the Contact Center on escalations.

Key Responsibilities

Receive inbound inquiries via multiple channels (phone, email, fax, web-form, chat), clarify the need, answer the inquiries and assist in the resolution of concerns. Access enabling technology to complete client inquiries and transactions. Fully document all cases in case management application. Escalate complex transactions for resolution or contact with third party vendors as appropriate. Attend to and process customer inquiries and request by applying Global Contact standard operating procedures and utilizing problem solving skills for resolution. Assist and encourage users / customers to make effective use of self-service options, systems, products, services, etc. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services available to them.

Qualifications Education

Bachelor’s degree

REQUIRED

Customer service experience

Proficiency in the following 3 languages: Spanish (advanced required), English (intermediate required), and Portuguese (advanced required)

Demonstrates customer orientation and excellent customer service skills

Strong written and verbal communication skills; able to handle internal communications and external/client communications with detailed support and assistance

Excellent telephone manner with clear, concise, and professional communication skills

Availability to work at least 3 days per week on‑site in the city of Bogotá

PREFERRED

Experience with tools to report data, track and analyze trends and CRM (Salesforce preferred)

Experience with end-to-end customers (is a plus)

Contact Center and Service Center experience, HR and/or Procurement Service Center

Understanding of Procurement Functional domains (Procurement, billing, purchase orders, payment status).

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges. We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued, and our people can reach their potential. At Johnson & Johnson, we all belong.

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/.