Job Information
J&J Family of Companies Global Services Associate - Japanese Bilingual in National Capital, Philippines
Global Services Associate - Japanese Bilingual - 2406191323W
Description
About Johnson & Johnson
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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 https://www.jnj.com/. (https://www.jnj.com/)
As a Global Services Associate, you will work to meet all expected service levels and business performance goals, performing a whole range of services and fully documenting all cases in the Case Management system. You will also support the J&J employees and HR community regarding all inquiries related to employee programs and services, HR policy, process, and procedures including navigational support working with the Team Lead of Contact Center on customer concerns.
Major duties and responsibilities
Receive inbound inquiries via multiple channels (phone, email, fax, web-form, chat), clarify the need, answer the inquiries and assist in the resolution of concerns.
Access enabling technology to complete client inquiries and transactions.
Fully document all cases in case management application.
Raise complex transactions to Tier 2 for resolution or contact with third party vendors as appropriate.
Raise client service issues to the Team Lead, supervisor or manager as necessary.
Take ownership of all Contact assigned tasks, initiatives, and inquiries and assure that they are resolved and completed expertly and with a higher level of quality.
Assist and support users / customers to make effective use of self-service options, systems, products, services, etc. in accordance to drive rapid resolution and empower customers; educate and inform customers of the full range of GS HR available to them.
Attend to and process customer inquiries and request by applying Global Contact standard operating procedures and applying analytical skills for resolution.
Respond to requests / inquiries from customers (prioritizing as appropriate) and completes the key tasks and activities within the HR Contact in accordance with defined procedures and guidelines. Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or raising inquiries as appropriate in order to uphold effective and timely resolution.
Develop understanding of Global Services operations and the Johnson & Johnson organization.
Continuously improve call handling skills, systems knowledge, and communications skills, thus, improving customer service levels.
Identify Contact point on improvement of daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Contact Center team Lead.
Supply positively to a knowledge sharing environment by documenting and sharing all consequential working experiences with Contact issue resolution for knowledge database future reference.
Communicate and interact effectively with customers and team members of the Global Services HR team(s); develop credibility and trusted mutually respected relationships with customers, supervisors, and co-members.
Interact and collaborate with customers, vendors, service providers, and other third parties as applicable in relation to the activities and dependencies within the Contact area
Qualifications
Qualifications
Graduate of a Bachelor's Degree
Demonstrates customer orientation and excellent customer service skills
Strong organization skills, attention to detail and follow through to resolve any outstanding issues
Strong written and verbal communication skills; leads internal communications and external/client communications with detailed support and assistance
Proven understanding how work and local activities integrate with other HR functional work and in alignment with HR standards.
Discretion, integrity, confidentiality and discernment
Excellent telephone manner with clear, concise and professional interpersonal skills
Ability to accurately collect information in order to understand and assess the clients’ needs and situation
Will be trusted to secure and maintain confidential information
Ability to prioritize workload and provide timely follow-up and resolution
Computer-literate with knowledge of common office productivity software and the ability to learn customer service software applications (e.g., MS Office, email, fax, Internet Explorer)
Ability to work effectively in a multifaceted, self-directed team-based environment
Enthusiastic teammate with a strong commitment to build a positive work environment
Ability to perform administrative activities
Experience partnering internally and externally to address people-related challenges
Uses a collaborative and employee and customer-focused attitude
Understand short-term and long-term implications of decisions and actions
Basic understanding of business, financial and interpersonal factors that is related to HR activities
Experience with tools to report data, track and analyze trends
Deliver excellent service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts
MUST possess at least advanced level Japanese language communication skills.
Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Primary Location Asia Pacific-Philippines-National Capital-Manila
Organization Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ
Job Function HR Operations
Req ID: 2406191323W