AskGS Experience Center Associate - German Bilingual

Position Summary

The AskGS Experience Center Associate – German Bilingual will work to resolve regional or global employee/customer inquiries, concerns, and issues regarding HR, Procurement, and Payroll processes and policies through multiple channels including phone, web/portal, chat, and other digital channels. The role requires meeting expected service levels and business performance goals, performing a full range of services and fully documenting all cases in the Case Management system. The associate supports J&J employees and the GS community regarding inquiries related to GS tier 1 services, employee programs and services, and procedures, providing navigation support and working with the Experience Center on escalations.

Duties and Responsibilities

• Receive inbound inquiries via multiple channels (Phone, Chat, Web and other digital intake channels) for multiple functions (HR, Procurement, Payroll) and regions (ASPAC, EMEA, NA, LATAM); clarify needs, investigate, answer inquiries, and assist in resolving concerns using Experience Center Guide, IOPs, and AskGS references.
• Access enabling technology to complete client inquiries and transactions.
• Fully document all cases in the case management application.
• Work with complex cases within the team or elevate to higher tiers for resolution or contact with third‑party vendors to ensure effective and timely resolution.
• Escalate customer service issues to the Experience Center Lead, Senior Associates/Advisors, or Manager as necessary.
• Take ownership of assigned tasks, initiatives, and inquiries, ensuring efficient resolution and superior quality.
• Encourage users/customer engagement with self‑service options, systems, and products to drive rapid resolution and empower customers; educate them on Global Services resources.
• Ensure all Key Performance Indicators meet or exceed goals.
• Continuously improve call handling, system knowledge, and communication skills to enhance service levels.
• Complete all digital acumen courses to develop understanding of available tools and technologies, potentially generating ideas to improve processes.
• Identify Experience Center processes for improvement and support implementation by discussing key changes with the Lead, Senior Associates, and Advisors.
• Document and share relevant experiences to enrich the knowledge database.
• Communicate effectively with customers and team members of the Global Services team, fostering credibility and trusted relationships.

Other Duties and Responsibilities

• Perform special projects and related duties as assigned.
• Collaborate with other team members in the Experience Center to execute tasks and fulfill key deliverables.
• Maintain confidentiality and a sensitive work environment while handling customer requests professionally.
• Participate in scheduled and ad hoc training to improve policy and process acumen.

Qualifications

• Demonstrated customer orientation and excellent customer service skills.
• Proficiency in speaking, reading, and writing in both German and English.
• Strong organizational skills, attention to detail, and follow‑through to resolve issues.
• Strong written and verbal communication skills, managing internal and external communications with detailed support.
• Understanding of how work and local activities integrate with HR functions and standards.
• Discretion, professionalism, confidentiality, and sound judgment.
• Excellent telephone manner with clear, concise, professional communication.
• Ability to accurately collect and assess client needs and situations.
• Trusted to secure and maintain confidential information.
• Prioritization skills for workload and timely follow‑up and resolution.
• Computer literacy with knowledge of common office productivity software and ability to learn customer‑service applications (e.g., MS Office, email, fax, browsers, SharePoint).
• Capability to work effectively in a fast‑paced, self‑directed, team‑based environment.
• Enthusiastic team player with a drive to create a positive work environment.
• Administrative proficiency.
• Experience partnering internally and externally to address people‑related challenges.
• Collaborative and employee‑ and customer‑focused mindset.
• Understanding of short‑term and long‑term decisions and actions.
• Basic understanding of business, financial, and organizational factors related to HR activities.
• Experience with tools to report data, track and analyze trends and CRM (SalesForce/ServiceNow preferred).
• Deliver exceptional service through tools and processes; suggest areas for improvement to support continuous improvement efforts.
• Must possess required bilingual language skills equivalent to their English skills (for bilingual candidates).

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