Johnson & Johnson Careers

Global Services Associate (Japanese Bi-lingual)

Manila, Philippines
Human Resources

Job Description

Requisition ID: 1705615923W

  • 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 2 for resolution or contact with third party vendors as appropriate.
  • Escalate client service issues to Contact Center Team 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 HR 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 HR Contact 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.
  • 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
  • Demonstrated 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 in order 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, email, fax, Internet Explorer)
  • 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
  • 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
Deliver exceptional service through  tools and processes;  experience suggesting  areas for improvement on to support continuous improvement efforts
Primary Location
Philippines-National Capital-Manila
Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ
Job Function
Human Resources
Requisition ID