Global Services Associate (Procurement) - Mandarin Bilingual
Publication date:
05 September 2024Workload:
100%Contract type:
Unlimited employment- Place of work:Johnson
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. This person supports J&J employees and the GS community regarding all inquiries related to Procurement Services, payment and invoice status, and procedures including navigational support working with the Contact Center on escalations.
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 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 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.
- Respond to requests / inquiries from customers (prioritizing as appropriate) and executes 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 communications 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.
- 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.
- Interact and interface with customers, vendors, service providers, and other third parties as applicable in relation to the activities and dependencies within the GS Contact area.
- Participate in any required user testing of new processes, telephony upgrades or systems
Other Duties & Responsibilities:
- Work in collaboration with other team members in Contact 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 in order to improve policy and process acumen.
Contact
Synthes GmbH