French-Speaking Experience Center Associate

Biopharma Careers; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Johnson & Johnson in Taguig, Philippines is seeking a Customer Management professional to handle inbound inquiries across multiple channels for HR, Procurement, Expense Reporting, and Payroll. You will document cases, resolve issues, and collaborate with cross-functional teams to ensure timely, high-quality service.

Role focuses on leveraging digital tools, driving self-service adoption, and maintaining KPI targets while building trusted relationships with customers and peers in a global context.

Qualifications

• Candidates must be fluent in French.

Responsibilities

• Receive inbound inquiries via multiple channels (Phone, Chat, Web) and clarify needs for various functions across regions.
• Access enabling technology to complete client inquiries and transactions.
• Fully document all cases in the case management application.
• Work with complex cases within the team or elevate to higher tier or vendors as needed.
• Escalate customer service issues to Experience Center Lead or Manager as necessary.
• Take ownership of assigned tasks and ensure resolution is efficient and high quality.
• Encourage users to use self-service options and educate on available resources.
• Deliver performance by achieving KPIs and maintaining service levels.
• Complete digital acumen courses to improve tool usage and identify process improvements.
• Identify experience center processes for improvement and assist in implementation.
• Contribute to a knowledge-sharing environment for future reference.

Skills

French Language

Job description

Johnson & Johnson in Taguig, Philippines is seeking a Customer Management professional to handle inbound inquiries across multiple channels for HR, Procurement, Expense Reporting, and Payroll. You will document cases, resolve issues, and collaborate with cross-functional teams to ensure timely, high-quality service.

Role focuses on leveraging digital tools, driving self-service adoption, and maintaining KPI targets while building trusted relationships with customers and peers in a global context.