Job Description

Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.” 

There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs.

We are looking for a HR Contact Center Specialist with French, YOU will work to resolve global client inquiries, concerns and issues on one of our identified functions through our multiple channels including phone, email, web-form, and chat. YOU will work to meet all expected service levels and business performance goals, performing a full range of services and fully documenting all cases in the Case Management system. YOU will support J&J employees and the GS community regarding all inquiries related to HR Services, employee programs and services, process, and procedures including navigational support working with the Contact Center on escalations.

The responsibilities & the impact YOU will have:

• Receive inbound inquiries via multiple channels (phone, email, web-form, chat), clarify the need, answer the inquiries and assist in the resolution of concerns.
• Fully document all cases in case management application.
• Escalate client service issues to Contact Center Lead, supervisor or manager as necessary.
• Take ownership of all Contact assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality.
• Assist and encourage users / customers to make effective use of self-service options, systems, products, services, etc. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services available to them.                      
• Attend to and process customer inquiries and request by applying Global Contact standard operating procedures and utilizing problem solving skills for resolution.
• Develop understanding of Global Services operations and the J&J organization.
• Communicate and interact effectively with customers and team members of the Global Services team(s); develop credibility and trusted mutually respected relationships with customers, supervisors, and team members.

Qualifications

• 0-2+ years of related experience (Contact Center and Service Center experience, HR and/or Procurement Service Center preferred)
• Fluent English and French or Dutch spoken and written
• Understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Generalist, Employee Relations) / Procurement, billing, purchase orders, payment status
• 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; manages internal communications and external/client communications with detailed support and assistance
• 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)
• Experience with tools to report data, track and analyze trends and CRM ( SalesForce preferred )

This is what awaits YOU at J&J:

• An opportunity to be part of a global market leader.
• A dynamic and inspiring working environment.
• Many opportunities to work on challenging projects and assignments.
• An opportunity to participate in employee engagement activities on a voluntary basis based on individual preference
• Possibilities for further personal as well as professional development.
• Many employees benefits:
• 5 weeks of vacation, home office, flexible working hours, sick days
• Meal vouchers, Cafeteria, referral award, life and accident insurance, MultiSport card
• Contribution for: Prague public transportation, language study, illness leave, pension contribution,
• Refreshment in the workplace, company gym, free sports activities, corporate events