Lider Senior de Servicio Al Cliente - Bogota, Colombia - Johnson & Johnson

Johnson & Johnson
Johnson & Johnson
Empresa verificada
Bogota, Colombia

hace 1 semana

Carolina González

Publicado por:

Carolina González

beBee Recruiter
Descripción

Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years.

Regardless of your race, belief, sexual orientation, religion or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Next Move Could Mean Our Next Breakthrough.

Johnson & Johnson is recruiting a Senior Customer Service Supervisor in Bogota, Colombia.


Description:

The Customer Service Sr Supervisor is responsible for responding to customer inquiries and resolving customer complaints. Also accountable for maintaining a high level of customer satisfaction through timely and correct order processing. Accountable for planning, organizing, and directing staff in providing timely responses to customer inquiries and resolving customer issues.


Key Responsibilities:


  • People leaders are expected to uphold and model our standards for ethics and leadership and hold their team accountable as well.
  • The CS Sr Supervisor will monitor team efficiency and effectiveness based on predetermined organization performance metrics, meeting business goals.
  • Investigates and resolves escalated or complex customer complaints regarding billing, shipping delays and products.
  • Monitors order processing for accuracy.
  • Keeping documents up to date as well as ensuring knowledge transfer for CS Specialists.
  • Identify opportunities in our processes and systems, propose solutions and influence so that issues are resolved as soon as possible.
  • Participate actively in CS business meetings, sharing new ideas/strategies to leverage our service.
  • Prepares budget recommendations.
  • Implements cost controls to ensure budget parameters are not exceeded.
  • Work on projects in partnership with Deliver to add value to customers, improve operation & find out savings to the Company.
  • The CS Sr Supervisor will be responsible for attracting, developing, and retaining CS talent, support constant technical training, and maintain a collaboration environment among CS employees.
  • Partner with Deliver to define action plans based on customer experience and post interaction survey ́s results.
  • Advises management regarding any customer changing need and recommends process changes to accommodate customer requirements.
  • Expected to have a thorough understanding of the overall Deliver organizations.
  • Meet all applicable Quality & Compliance requirements (SOX//HCC/QA, etc).
  • Work in partnership with CS Manager, being the focal point and/or back up whenever necessary.

Qualifications:


Required Skills:


Bilingual:
Spanish & English (Portuguese preferred)

  • Ability to make quick decisions
  • Perform efficiently and effectively
  • Assertive and effective communication (written and oral)
  • Problem solver
  • Accountability
  • Positive and clear thinking and not easily frustrating
  • Ability to think ahead and manage time properly
  • Strong team building orientation
  • Strong analytical capabilities
  • Emotional intelligence
  • Attention to detail
  • Make diversity and inclusion
  • Good interpersonal skills
  • High energy and positive way of working
  • MS Office


  • Leadership & influence

  • E2E Logistic knowledge
  • Strategic capability mindset

Preferred Skills:


Technical skills:
SAP, Salesforce - Professional skills: Deal with multi-source of information; finance knowledge
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