Project management & Performance Analytics at Johnson &… · Tokyo

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: Non-Technical Customer Service

Job Category: Professional

All Job Posting Locations: Chiyoda, Tokyo, Japan, Ota, Tokyo, Japan

Job Description:

Identifies opportunities for the non-technical customer service department as an established and productive individual contributor, who works under moderate supervision. Implements front-line projects, programs, and processes in support of the organization's overall customer experience strategy. Applies practical knowledge of the non-technical customer service field to administer best of class policies, procedures, and plans.

------- DUTIES & RESPONSIBILITIES ------

Conducts technical reviews to support programs and innovative initiatives for the Non-Technical Customer Service area, under general supervision. Contributes to components of projects, programs, or processes for the Non-Technical Customer Service area. Identifies opportunities to integrate new methods based on analyses of trends and the competitive landscape to continually improve the organization's customer experience strategy towards customers using non-technical products. Documents research findings on future needs of the organization and Non-Technical Customer Service area. Carries out best-in-class plans and mechanisms to deal with the most ambiguous situations. Coaches more junior colleagues in techniques, processes and responsibilities.​ Understands and applies Johnson & Johnson’s Credo and Leadership Imperatives in day-to-day interactions with team.

Required Skills:

Preferred Skills: Business Behavior, Communication, Corrective and Preventive Action (CAPA), Customer Analytics, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Support Operations, Customer Support Trends, Omni-Channel Support, Organizing, Problem Solving, Process Oriented, Project Management, Self-Service Tools, Service Request Management