Customer Service Specialist LATAM

Customer Service Specialist

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.

Job Function: Customer Management

Job Sub Function: Non-Technical Customer Service

Job Category: Professional

Location: Bogotá, Distrito Capital, Colombia

Job Description: The customer service specialist is responsible for managing customer interactions, inquiries, and requests, including the creation, and tracking of orders. He/she handles chat and calls, collaborates in implementing process improvements, and supports audits. In addition, they contribute to solving complex problems, identify improvement opportunities, participate in projects and initiatives, and will be an expert in specific customer service processes. This role involves a multifaceted approach to customer support, problem-solving, and active involvement in process enhancement.

Essential duties and responsibilities:

• Manage interactions, queries, and requests from internal and external customers.
• Creation, processing, and tracking of orders.
• Scheduling deliveries and appointments
• Chat and call attention.
• Analyze customer service data to identify trends and areas for improvement.
• Audit support
• Solve issues related to: Orders, account inquiries, Service issue & Dispute management, Returns, etc.
• Contribute to the resolution of more complex problems.
• Identification of improvement opportunities.
• Participation in projects and initiatives
• Champions in processes related to customer service.

Special requirements:

• Customer Relationship Management
• Returns or Recalls Processing
• End-to-End Process Understanding
• Customer or Channel Understanding
• Analytics & Problem Solving
• Compliance Orientation
• Environment Health & Safety
• Project Management

Other features of the job:

• Performance & Metrics
• Continuous Improvement
• Innovation
• Technology & Data Management

Job Requirements:

Essential knowledge and skills:

• Professional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications.
• Project Management
• Analytics & Problem Solving
• Customer Relationship Management

Core competencies required for this role:

• Technical skills: MS Office, SAP, Salesforce
• Office skills: Standard office telephone, Email, Outlook
• Language: Bilingual Spanish and English (Portuguese is a plus)
• Continuous Improvement