Global CX Experience Center Associate

Johnson & Johnson Innovative Medicine; Taguig; On-site; PHP 360,000 - 480,000; Full time

Job summary

Johnson & Johnson Innovative Medicine in Taguig is seeking a Customer Management professional to handle inbound inquiries via Phone, Chat, and Web across multiple regions. You will investigate needs, document cases, and escalate complex issues to ensure fast, high-quality resolutions.

Role emphasizes ownership of tasks, customer education on self-service options, and ongoing process improvement through knowledge sharing and training.

Qualifications

• No formal degree specified in posting.

Responsibilities

• Receive inbound inquiries via multiple channels (Phone, Chat, Web) and assist in resolution.
• Document all cases in case management application.
• Escalate complex cases to higher tier or third party vendors as appropriate.
• Take ownership of assigned tasks and ensure timely, high-quality resolution.
• Encourage self-service and educate customers on available Global Services resources.
• Aim to meet or exceed Key Performance Indicators.
• Complete digital acumen courses to improve tool usage and processes.

Job description

Johnson & Johnson Innovative Medicine in Taguig is seeking a Customer Management professional to handle inbound inquiries via Phone, Chat, and Web across multiple regions. You will investigate needs, document cases, and escalate complex issues to ensure fast, high-quality resolutions.

Role emphasizes ownership of tasks, customer education on self-service options, and ongoing process improvement through knowledge sharing and training.