Employee Experience Specialist in HR with Spanish and Portuguese

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

Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Prague, Czechia

Job Description:

Employee Experience Specialist in HR with Spanish and Portuguese

The Employee Experience Specialist with Spanish and Portuguese will work to resolve regional or global employee inquiries, concerns and issues regarding but not limited to Human Resources, Procurement and Payroll processes and policies through multiple channels including phone, web, chat & other digital channels. This person aims to meet all expected service 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, Chat, Web and other digital intake channels), for multiple functions (HR, Procurement, Payroll) - understand and clarify the need, investigate, answer the inquiries and assist in the resolution of concerns leveraging Experience Center Guide and AskGS references and content.
• Access enabling technology to complete client inquiries and transactions.
• Fully document all cases in case management application.
• Work with complex cases within the team or escalate to higher tier for resolution or contact with third party vendors as appropriate in order to uphold effective and timely resolution.
• Escalate customer service issues to Experience Center Lead, Senior Associates / Advisors or Manager as necessary.
• Take ownership of all Experience Center assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality.
• Deliver exemplary performances by ensuring all Key Performance Indicators are at goal
• Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer service levels.

Requirements:

• Must have proficiency in Spanish, Portuguese and English
• 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; leads internal communications and external/client communications with detailed support and assistance
• Proven understanding how work and local activities integrate with other HR functional work and in alignment with HR standards.
• Discretion, professionalism, confidentiality and judgment
• Ability to work effectively in a fast-paced, self-directed team-based environment
• Enthusiastic team player with a strong aim to create a positive work environment
• Ability to perform administrative activities
• Proficiency in any other European language is a nice plus