.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/ .Position Summary: The Global Services Associate II will work to resolve global client inquiries, concerns, and issues on one of our identified functions through our multiple channels including phone, fax, email, web-form, and chat. 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.Major 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 the case management application.Escalate complex transactions to Tier 1.5 for resolution or contact with third-party vendors as appropriate.Escalate client service issues to Contact Center Lead, supervisor, or manager as necessary.Take ownership of all Contact assigned tasks, initiatives, and inquiries and ensure 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 requests by applying Global Contact standard operating procedures and utilizing problem-solving skills for resolution.Respond to requests/inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities within the Contact Center in accordance with defined procedures and guidelines.Investigate issue areas and determine methods of mitigation in order to resolve problems within acceptable timeframes, routing or escalating inquiries as appropriate in order to uphold effective and timely resolution.Develop understanding of Global Services operations and the J&J organization.Continuously improve call handling skills, systems knowledge, and communication skills, thus enhancing customer service levels.Identify contact areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Contact Center Lead
