AskGS Experience Center Associate

Johnson Johnson; Pateros; On-site; PHP 240,000 - 420,000; Full time

Job summary

Johnson & Johnson in the Philippines is seeking a Customer Management professional to handle inbound inquiries via Phone, Chat, and Web for multiple regions (ASPAC, EMEA, NA, LATAM) and to document each case in the case management system. You will work to resolve concerns with guidance from Experience Center resources.

The role emphasizes ownership, escalation when needed, and guiding users toward effective self-service options while maintaining KPI-driven performance levels.

Qualifications

• Receive inbound inquiries via multiple channels (Phone, Chat, Web) for multiple regions and clarify needs to resolve concerns.
• Access enabling technology to complete client inquiries and transactions.
• Fully document all cases in the case management application.

Responsibilities

• Escalate customer service issues to Experience Center Lead or Managers when necessary.
• Take ownership of Experience Center tasks and ensure timely, high-quality resolution.

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 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:

Taguig, National Capital Region (Manila), Philippines

Job Description:

• Receive inbound inquiries via multiple channels (Phone, Chat, Web and other digital intake channels), for multiple functions, for multiple regions (ASPAC, EMEA, NA, LATAM), understand and clarify the need, investigate, answer the inquiries and assist in the resolution of concerns leveraging Experience Center Guide and IOPs, and AskGS references and content.
• Access enabling technology to complete client inquiries and transactions.
• Fully document all cases in case management application.
• Work with complex cases within the team or Escalate to higher tier for resolution or contact with third party vendors as appropriate in order to uphold effective and timely resolution.
• Escalate customer service issues to Experience Center Lead, Senior Associates / Advisors or Manager as necessary.
• Take ownership of all Experience Center assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality.
• Assist and encourage users / customers to make effective use of self-service options, systems, products, services, etc. to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services resources available to them.
• Deliver exemplary performances by ensuring all Key Performance Indicators are at goal
• Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer service levels.
• Completes all digital acumen courses to develop understanding of available tools and technology to use platforms more efficiently and potentially come up with own ideas to improve processes.
• Help identify Experience Center functions or processes for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Experience Center Lead, Senior Associates and Advisor.
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with Contact issue resolution for knowledge database future reference.
• Communicate and interact effectively with customers and team members of the Global Services team(s); develop credibility and trusted mutually respected relationships with customers, supervisors, and team members.
• Perform small-scale special projects and related duties as assigned.
• Work in collaboration with other team members in Experience center to execute tasks and fulfill key deliverables, seeking input and assistance as needed.
• Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.
• Participates in scheduled and ad hoc training to improve policy and process acumen.