JandJ Learn GSC Learning Admin Helpdesk

Johnson & Johnson; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

Johnson & Johnson in Taguig, Philippines, is seeking a Learn First Contact and Resolution Expert (CARE) to provide end-to-end support for Learn processes across regions. The role emphasizes fast, accurate responses, cross-team collaboration, and ongoing process documentation.

You will help users navigate training portals, manage transactions like material uploads and due dates, and ensure superior customer service while communicating in English.

Qualifications

• Attention to detail and strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication abilities.
• Experience using Service Center/Helpdesk technologies or case management tools is preferred.
• Ability to work effectively in a fast-paced environment with multiple tasks.

Responsibilities

• Provide end-to-end Learn support globally, ensuring timely, accurate resolutions.
• Handle multiple channels (chat, case management) with 24/5 availability.
• Guide users through system navigation and intake portal processes for self-service.
• Investigate issues and apply risk management while meeting SLAs.
• Collaborate with team members to resolve complex cases efficiently.
• Maintain and update knowledge databases for continuous improvement.
• Demonstrate ownership and commitment to quality customer service.

Skills

Attention to detail

Communication skills

Analytical thinking

Fast-paced environment

Customer service software

Education

Learning Administration experience

Job description

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 elevate 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

Requirements: