Contact Center Agent with French

Job description

Global Business Services
Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.”
There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs.

Contact Center Agent with French
Location: Prague
Full time unlimited contract

The Contact Centre Agent will work to resolve global client inquiries, concerns and issues regarding processes and policies through 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.

Major Duties & 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 client service issues to Contact Center Team Lead, supervisor or manager as necessary.
- Take ownership of all 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 requests by applying Global Services Contact Center standard operating procedures and utilizing problem solving skills for resolution.
- Respond to requests / inquiries from customers (prioritizing as appropriate) and execute 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.
- Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer service levels.
- Identify Contact Center 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 team Lead.
- Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with Contact Center 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 Contact Center area.

Desired profile

- Demonstrates customer orientation and excellent customer service skills
- Strong organization skills, attention to detail and follow through to resolve any outstanding issues
- Fluent English plus fluent French
- Excellent telephone manners with clear, concise and professional communication skills
- Ability to prioritize workload and work effectively
- Enthusiastic team player with a strong drive to create a positive work environment
- Experience with tools to report data, track and analyze trends

We offer:
- International company environment – working based on CREDO
- Possibility to growth within the company
- Yearly financial bonus paid based on your performance
- Flexible working hours
- Possibility to receive financial contribution for language education
- Life and Accident insurance and after one year also contribution to pension insurance
- 5 weeks of vacation
- Meal vouchers, Flexi Passes (6 000 CZK per year)
- Multi Sport card
- Sick days
- Prague Public Transport paid
- Company events – many company events of company, sport or culture kind