Experience Center Specialist: Multichannel Customer Care

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

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.