Contact Center Advisor

Biopharma Asia; Taguig, Manila; On-site; PHP 600,000 - 1,100,000; Full time

Job summary

Johnson & Johnson is seeking an Advisor, Contact Center Operations in Manila to lead senior-level intake, case management, and inquiry resolution across enterprise support functions. The role emphasizes service quality, knowledge sharing, and continuous improvement within a global GBS context.

The ideal candidate brings 2–4 years in shared services or contact centers, strong communication, and experience with ServiceNow and service management processes to drive efficient resolutions and

Qualifications

• 2–4 years of experience in shared services, contact center operations, or related environments.
• Experience handling complex inquiries, escalations, or issue resolution.
• Strong understanding of service management processes and case workflows.
• Excellent written and verbal communication; able to manage multiple priorities.

Responsibilities

• Serve as SME for contact center processes, service offerings, and case routing across GBS functions.
• Assist intake, triage, routing, and resolution of complex inquiries and service issues.
• Provide real-time guidance to agents and team leads to ensure process discipline.
• Review complex cases, identify root causes, and recommend corrective actions.
• Maintain expertise in ServiceNow workflows, knowledge content, and service catalogs.
• Support onboarding, coaching, and knowledge transfer to strengthen capability.

Skills

Communication

Problem solving

Interpersonal skills

Multitasking

Attention to detail

Enterprise systems

Global teams

Education

Bachelor's degree

Tools

ServiceNow

ITIL

Workflow tools

Job description

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:

DePuy Synthes is recruiting for a(n) Advisor, Contact Center Operations, located in Manila, Philippines.

Job Overview

The Advisor, Contact Center Operations serves as a senior operational specialist within the Global Business Services (GBS) Contact Center and supports the delivery of consistent, high-quality intake, case management, and inquiry-resolution services across enterprise support functions. The Contact Center acts as the primary intake point for inquiries and standardized transaction execution, supporting services such as Human Resources, Finance, Procurement, and other GBS functions through ServiceNow and established service management processes. The capability is defined as the primary intake point for inquiries through ServiceNow and standardized transaction processes.

This role provides expertise in inquiry management, case triage, escalation handling, and service process execution while serving as a key resource for Contact Center Agents and Team Leads. The Advisor helps drive service quality, knowledge sharing, operational consistency, and continuous improvement across the Contact Center operation.

Key Responsibilities

• Serve as a subject matter expert for Contact Center processes, service offerings, inquiry management, and case routing activities across GBS functions
• Support the intake, triage, prioritization, routing, and resolution of complex or escalated inquiries, requests, and service related issues
• Provide real-time guidance and operational support to Contact Center Agents and Team Leads to ensure consistent execution of service management processes
• Review complex cases, identify root causes, and recommend appropriate actions to improve service quality and resolution effectiveness
• Maintain expertise across ServiceNow workflows, knowledge management content, service catalogs, and standardized transaction processes
• Support onboarding, training, coaching, and knowledge transfer activities to strengthen Contact Center capability and service consistency
• Partner with HR, Finance, Procurement, Technology, and other operational teams to facilitate issue resolution and support continuous service improvement
• Contribute to process enhancement initiatives, operational readiness activities, testing efforts, and service quality improvement programs
• Monitor recurring inquiry trends and provide recommendations to improve self-service, knowledge content, routing accuracy, and operational efficiency
• Promote compliance with established procedures, controls, service standards, and governance requirements

Qualifications

Education

Bachelor’s degree preferred in Business Administration, Operations, Human Resources, Finance, Communications, Information Systems, or a related field

Relevant customer service, service management, or shared services training preferred

Experience and Skills

Required

• 2–4 years of experience in shared services, contact center operations, employee support services, service management, case management, or a related operational environment
• Demonstrated experience handling complex inquiries, escalations, or issue resolution activities
• Strong understanding of service management processes, inquiry handling, and case resolution workflows
• Excellent communication, problem solving, and interpersonal skills
• Ability to manage multiple priorities while operating effectively in a fast paced service environment
• Strong attention to detail and commitment to operational accuracy and service quality
• Experience using enterprise systems, workflow tools, or case management platforms
• Operating within global or regional service delivery organizations

Preferred

• Experience working within Human Resources, Finance, Procurement, Service Management, or Shared Services organizations
• Supporting ServiceNow or similar service management platforms
• Serving as a subject matter expert, trainer, senior analyst, or escalation resource
• Supporting knowledge management, service catalog, or process documentation activities
• Familiarity with service level management, workflow automation, or continuous improvement initiatives
• Knowledge of employee service or enterprise service operating models

Other

• Language: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.
• Travel: Limited travel, as business needs require
• Work arrangement: Ability to collaborate across regions and time zones and support scheduled global activities as required
• Certifications: ITIL, ServiceNow, Lean, Six Sigma, Customer Experience, or related certifications preferred

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

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Preferred Skills

Business Behavior, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Issue Escalation, Order Processing, Problem Solving, Quality Services, Researching, Service Excellence, Service Request Management, Technical Support, Telephone Etiquette