AskGS Experience Center Team Leader at 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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations:

Job Category:

People Leader

All Job Posting Locations:

Bogotá, Distrito Capital, Colombia

Job Description:

The AskGS Experience Center Team Leader is responsible for managing a team of Multifunction AskGS Experience Center Associates. This role is responsible for delivering timely and accurate support to J&J employees and Shared Services community regarding all inquiries related to employee programs and services, company policies, process, and procedures including navigational support, and escalation of issues. The AskGS Experience Center Team Leader will provide leadership to the AskGS Experience Center Associates that manage the inbound channels to include phone, email, web forms, chat, etc. The role also will be guiding and mentoring high potential talents and Service Operations Advisors in terms of managing Day to Day Operations. The Team Leader is accountable to continuously improve the customer experience while increasing the effectiveness of services through a team of Associates with a strong customer service orientation culture.

Refer to separate JD sent via email Required Skills: Preferred Skills:

Consulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP)