Senior Customer Success Specialist

1 week ago

Shanghai, Shanghai, China Johnson & Johnson Innovative Medicine Full time

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

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Shanghai, China

Job Description:

Conducts routine tasks and deliverables in the field of Customer Service Operations. Performs, under general supervision, strong customer and employee experience strategy perspectives and insights, ensuring proposed solutions drive optimal client value and measurable growth. Reports on customer service progress against key initiatives, and ensures the customer service team is consistently focused on identifying and meeting customer's specific needs and expectations.
Supports the development and implementation of key performance indicators to progress leading-edge standards for the Customer Service Operations department, under general supervision.
Produces routine reports to continually analyze and measure departmental status against customer expectations and milestones.
Assists with customer-specific communication initiatives to promote a positive customer service experience, ensuring proposed solutions drive client value, consistency, and growth.
Updates managers on key matters pertaining to the customer service department to keep management consistently in the loop.
Contributes to pitches, proposals, and status reports to keep customers (internal and external) advised of the company's positive deliverables towards key milestones and deadlines.
Provides constructive feedback to junior Customer Service Operations team members to progress team knowledge, experience, and skills.
Advances other colleagues through consultation, mentoring, and collaborative leadership to build depth of capability, and provides functional (matrix) supervision.
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, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Issue Escalation, Order Processing, Problem Solving, Quality Services, Researching, Service Excellence, Service Request Management, Technical Support, Telephone Etiquette

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