LatAm Customer Service Leader – Strategy & Ops

Johnson & Johnson Innovative Medicine; Bogotá ciudad; Presencial; COP 180.000.000 - 300.000.000; Jornada completa

Descripción de la vacante

Johnson & Johnson Innovative Medicine is seeking a Customer Service Manager to oversee all Customer Service Center operations for the Brazilian market, with supervisors and analysts reporting to this role. The person will build cross-functional relationships and ensure high customer satisfaction, while monitoring performance metrics and budget targets.

The role requires advanced Portuguese, Spanish and English, and a minimum of 10 years in Customer Service or related areas.

Formación

• Portuguese, Spanish and English advanced are necessary.
• 10 years’ relevant experience in Customer Service or correlated areas.

Responsabilidades

• Oversee Customer Service transactional processes for Order entry and returns/y.o. rejections management.
• Provide oversight for resolution of customer needs and maintain compliance with interactions.
• Monitor team efficiency using predetermined metrics and develop talent across the team.
• Establish service-level objectives and KPIs including customer satisfaction, order accuracy, response time, backlog, and complaint resolution.
• Lead workforce planning, capacity management, scheduling, and resource allocation to meet demand.
• Own governance for complex escalations with root-cause analyses and clear communication with customers and internal stakeholders.

Conocimientos

Customer centricity

CRM knowledge

Leadership

Team management

Decision making

Herramientas

MS Office

SAP

CIC

Descripción del empleo

Johnson & Johnson Innovative Medicine is seeking a Customer Service Manager to oversee all Customer Service Center operations for the Brazilian market, with supervisors and analysts reporting to this role. The person will build cross-functional relationships and ensure high customer satisfaction, while monitoring performance metrics and budget targets.

The role requires advanced Portuguese, Spanish and English, and a minimum of 10 years in Customer Service or related areas.