AskGS Experience Center Associate

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.

Johnson & Johnson is currently seeking candidates for the position of AskGS Experience Center Associate in Moscow.

Responsibilities:

• Receive inbound inquiries via multiple channels (Phone, Chat, Web and other digital intake channels) for multiple functions, 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.
• Complete 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.
• Perform small-scale special 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.
• Participate in scheduled and ad hoc training to improve policy and process acumen.

Requirements

• Bachelor's degree in Business Administration, Management, Organizational Psychology, Human Resources, or a related field.
• At least 1 year of experience in Customer Service, Shared Services, Contact Center, Help Desk, Employee Support, or a similar customer support role.
• Fluency in Russian and English.
• Strong computer skills, including Microsoft Office and the ability to quickly learn and navigate new systems and technologies (ERP systems, SharePoint, Workday, SUMMIT, and other business applications). Experience with tools to report data, track and analyze trends and CRM (SalesForce/Service Now) as a strong advantage.
• 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; management of internal communications and external/client communications with detailed support and assistance
• Discretion, professionalism, confidentiality and reasonable judgement.
• Excellent telephone manner with clear, concise and professional communication skills.
• Ability to accurately collect information to understand and assess the clients’ needs and situation
• Ability to prioritize workload and provide timely follow-up and resolution
• Ability to work effectively in a fast-paced, self-directed team-based environment.
• Enthusiastic team player with a strong drive to create a positive work environment.
• Ability to perform administrative activities.
• Experience partnering internally and externally to address people-related challenges.

What we offer:

• Comprehensive private medical insurance for employees and their children up to 18 years of age, including outpatient care, dental coverage, and hospitalization.
• Meal and mobile phone allowance.
• Life insurance, including critical illness coverage.
• International travel insurance for employees and their children up to 18 years of age.
• Wellness allowance to support physical activity, healthy nutrition, recovery and wellbeing, as well as mental and financial wellness.
• Additional paid leave for significant life events, including marriage, caring for close family members, and other personal circumstances.