J&J Learn GSC Learning Admin Helpdesk

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

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions are personal.Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Human Resources

Job Sub Function:

HR Operations

Job Category:

Professional

All Job Posting Locations:

Taguig, National Capital Region (Manila), Philippines

Job Description:

The Learn First Contact and Resolution Expert (CARE) is responsible for providing end-to-end support for general Learn processes, ensuring seamless assistance across all Learn teams’ activities. This includes initial responses, immediate resolutions, and transactional processes within the different Learn portals. The role delivers global support with 24/5 coverage, addressing queries and requests from end users and administrators across regions. Responsibilities include managing straight-forward transactions such as uploading training materials, training completions, due date modifications, test attempt adjustments, and to continuously document and update processes as needed.

The CARE team ensures clear communication in English, explaining system limitations, functionality options, concepts, processes, and policies to gain alignment and deliver exceptional customer service.

Essential Functions

• 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.

Job Qualification

• 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

Preferred Skills

• Accountability
• Cultural Competence
• Execution Focus
• HR Operational Planning and Organizing
• HR Strategic Management
• Human Resource Information Systems (HRIS)
• Human Resources Development
• Human Resources Policies
• Issue Escalation
• Personal Information Management
• Process Oriented
• Report Writing
• Service Excellence
• Talent Management
• Teamwork