Global Learning Admin & Support Specialist

Johnson & Johnson; Manila; On-site; PHP 420,000 - 720,000; Full time

Job summary

Johnson & Johnson in the Philippines is recruiting a Learn First Contact and Resolution Expert (CARE) in HR Operations to provide end-to-end Learn support for global teams. The role covers initial responses, rapid resolutions, and transactional tasks across Learn portals with a focus on clear English communication and customer service excellence.

The CARE team will ensure timely responses, maintain knowledge databases, and collaborate across regions to deliver consistent, high-quality service

Qualifications

• 1 year of work experience in administration support
• Learning Administration experience is preferred
• Functional knowledge of learning and other HR or talent-related technologies
• Experience using Service Center/Helpdesk technologies, case management tools, or other customer service software applications
• Attention to detail and strong analytical, problem-solving, and decision-making skills
• Steadfast commitment to client and customer satisfaction
• Ability to work effectively in a fast-paced environment, handle multiple tasks/projects simultaneously, and manage daily planned and unplanned operational activities
• Strong written and verbal communication skills

Responsibilities

• Provide end-to-end Learn support globally, ensuring timely, accurate, and complete resolution of queries and select transactional requests.
• Deliver assistance across multiple channels (chat, case management system, and other support media) with 24/5 availability to meet global needs.
• Guide users through system navigation and intake portal processes, empowering them for future self-service.
• Investigate and resolve issues thoroughly, applying risk management principles and adhering to defined Service Level Agreements (SLAs).
• Collaborate with team members and supervisors to escape and resolve complex cases efficiently.
• Maintain and update knowledge databases to support continuous improvement and knowledge sharing.
• Demonstrate ownership, integrity, and commitment to quality customer service in all interactions.
• Participate in training and workshops to enhance process knowledge and technical skills.

Skills

Attention to detail

Analytical skills

Problem-solving

Decision-making

Written and verbal communication

Fast-paced environment adaptability

Multi-tasking

Customer service mindset

Tools

Service Center/Helpdesk

Case management tools

Customer service software

HRIS

Job description

Johnson & Johnson in the Philippines is recruiting a Learn First Contact and Resolution Expert (CARE) in HR Operations to provide end-to-end Learn support for global teams. The role covers initial responses, rapid resolutions, and transactional tasks across Learn portals with a focus on clear English communication and customer service excellence.

The CARE team will ensure timely responses, maintain knowledge databases, and collaborate across regions to deliver consistent, high-quality service