JOB DESCRIPTION : Summary
This role is empowered to surpass expectations by : collaborating, anticipating, driving to resolution and serving with care, compassion and confidence.
This role takes ownership of the customer experience and must maintain composure in difficult situations.
This is a highly analytical and exceptional customer service focused role supporting employees and managers in resolution of their HR matters via supporting tools and processes and by effectively navigating the global HR organization.
This role is guided and supported by Global HR Services management and provides enhancement and development opportunities for the candidate who is driven to take control of his / her career.
Essential Job Functions
Incumbent must demonstrate a stellar, seamless customer experience on and offline, coupled with attentive communication skills with a focus on patience, accuracy and ability to listen compassionately and interpret requests from customers.
Incumbent is empowered to solve requests and challenges via exceptional customer service that is consistent, knowledgeable and trusted.
Incumbent must be able to communicate professionally and compassionately with HR colleagues around the world and translate solutions and answers to customers in a way that enhances the customer experience.
Incumbent must be able to handle a high volume of requests with speed and accuracy.
Incumbent must continuously strive to anticipate the needs of our customers.
The incumbent must be able to analyze received information and demonstrate excellent problem-solving skills by using a variety of appropriate resources provided.
Must possess the ability to learn quickly and follow multi-step instructions with accuracy and attention to detail. Balance of following steps and using judgment.
The role requires strong organizational skills and multiple channels of workload. This role requires creating and maintaining strong relationships with peers and other HR groups.
Must be able to navigate numerous stakeholders and complex organizations with a constant focus on collaborating, anticipating and driving to resolution for the customer and continuous improvement.
Core Job Responsibility
Receive and optimally respond to service inquiries and requests with timely, accurate, and professional replies while managing multiple contact channels and continually prioritizing among static (email, correspondence, outbound calls) and dynamic (inbound calls) work.
Triage requests and resolve or escalate based on established resources; partner with other HR service center team members or HR groups around the world to troubleshoot resolution of all requests.
Work with a sense of urgency appropriate for conditions.
Identify at-risk / in distress customer relationships and initiate corrective action with compassion through attentiveness to human need and utilizing available tools and resources and timely escalation.
Identify and capture customer feedback and leverage opportunities to encourage and drive improvements in team behaviors.
Identify "Roadblocks" to quality customer service in Service Center processes or Abbott-wide practices or policies, and recommend improvements as input to the continuous improvement cycle.
Meet or exceed standards for both schedule adherence and reliability.
Bachelor’s degree preferred, but not required.
Software knowledge a plus : Microsoft Office Programs, especially Excel, Workday (or other system of record experience highly preferred), Salesforce (or other CRM experience highly preferred).
Bilingual fluency in English and Spanish. Excellent telephone, written and verbal communications skills
Selected candidate must be flexible to shift changes as work demands change.