Contact Specialist EMEA with Dutch and French - Prague

Location: Prague
Full time permanent contract
 
The GS Associate 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. This person supports J&J employees and community regarding all inquiries related to employee programs and services, policy, process, and procedures including technology navigational support and works with the Contact Center Team Lead on escalations.
 
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 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 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.    

Qualifications

• Has fluent knowledge of English plus Dutch and French
• 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
• Discretion, professionalism, confidentiality and judgment
• Excellent telephone manners 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

We offer:

• An opportunity to be part of a global market leader
• A dynamic and inspiring working environment
• Many opportunities to work on challenging projects and assignments
• Possibilities for further personal as well as professional development
• Motivating financial remuneration
• Many employee benefits