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**Job Function: **
Customer Management
**Job Sub Function: **
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Prague, Czechia
Job Description:
The Global Services Associate will work to resolve regional or global employee/customer inquiries, concerns and issues regarding but not limited to HR, Procurement and Payroll processes and policies through multiple channels including but not limited to phone, web/portal, chat & other digital channels. This person works 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. This person supports J&J employees and the GS community regarding all inquiries related to GS tier 1 services (e.g. HR, Procurement and Payroll Services), employee programs and services, process, and procedures including navigational support working with the Experience Center on escalations.
Major Duties/Responsibilities
- Receive inbound inquiries via multiple channels (Phone, Chat, Web and other digital intake channels), for multiple functions (HR, Procurement, Payroll), for multiple regions (ASPAC, EMEA, NA, LATAM), understand and clarify the need, investigate, answer the inquiries and assist in the resolution of concerns leveraging Experience Center Guide and IOPs, and AskGS references and content.
- Access enabling technology to complete client inquiries and transactions.
- Fully document all cases in case management application.
- Work with complex cases within the team or escalate to higher tier for resolution or contact with third party vendors as appropriate in order to uphold effective and timely resolution.
- Escalate customer service issues to Experience Center Lead, Senior Associates / Advisors or Manager as necessary.
- Take ownership of all Experience Center 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. to drive rapid resolution and empower customers; educate and inform customers of the full range of Global Services resources available to them.
- Deliver exemplary performances by ensuring all Key Performance Indicators are at goal
- Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer service levels.
- Completes all digital acumen courses to develop understanding of available tools and technology to use platforms more efficiently and potentially come up with own ideas to improve processes.
- Help identify Experience Center functions or processes for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Experience Center Lead, Senior Associates and Advisor.
- Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with Contact issue resolution for knowledge database future reference.
- 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.
Other Duties & Responsibilities
- Perform special small-scale projects and related duties as assigned.
- Work in collaboration with other team members in Experience center to execute tasks and fulfill key deliverables, seeking input and assistance as needed.
- Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.
- Participates in scheduled and ad hoc training to improve policy and process acumen.
Requirements:
- Must possess required bi-lingual language skills (Dutch) at a level equivalent to their English skills (for bi-lingual candidates).
- 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, professionalism, confidentiality and judgment
- Excellent telephone manner with clear, concise and professional communication skills
- Ability to accurately collect information 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 applications, SharePoint, Internet Browsers)
- Ability to work effectively in a fast-paced, self-directed team-based environment
- Enthusiastic team player with a strong aim to create 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 mindset
- Understand short-term and long-term implications of decisions and actions
- Basic understanding of business, financial and organizational factors in relation to HR activities
- Experience with tools to report data, track and analyze trends and CRM (SalesForce/Service Now preferred)
- Deliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts