The Opportunity
This position works out of our Global HR Service Center location in Lima.
This role is empowered to surpass customer expectations by collaborating, anticipating, driving to resolution and serving with care, compassion and confidence.
Utilizing a concierge model of service with efficiency for a targeted scope of requests along with a strong focus on operational excellence to deliver results in meeting high volume demands.
What You'll Do
Solve requests from customers (Abbott employees from the globe, focused on region) through various communication channels such as : phone, chat, and email.
Proficiency with formal Spanish and English is mandatory.
Portuguese language fluency in an HR scope is highly desirable (LATAM Region).
- Adherence to pre-established schedules, which will respond to the specific needs of the business. The peak season of the business calendar is between November and March.
- Maintain the knowledge required for an essential job functions, from the entire initial onboarding process through the subsequent technical and functional trainings.
- Ensure the understanding, mastery and efficient use of software involved in the role.
- Optimally responds to service inquiries and requests with timely, accurate, and professional replies while focusing on selected contact channels or scope of work.
- Resolve or escalate requests based on established resources; partner with other HR service center team members to troubleshoot resolution of all requests.
Work with an appropriate sense of urgency and efficiency.
- Identify "Roadblocks" to quality customer service and in-Service Center processes or Abbott-wide practices, policies, and share insights along with recommended improvements to leadership.
- Meet or exceed standards for both schedule adherence and reliability.
- Demonstrate a proactive attitude towards customer service coupled with good communication skills, accuracy and the ability to listen and interpret requests from customers.
- Focus on targeted scope of service with lower complexity and high-volume work.
- Focus on productivity, exceptional customer service, operational excellence and time management.
- Ensure casework and applied processes comply with established company compliance and ethical standards.
Required Qualifications
- Bachelor's degree with emphasis in Business Administration, Communications, Languages and related studies.
- Desirable postgraduate or specialization in Human Resources and / or Customer Service.
- Languages : Fluent English and Spanish (spoken and written), desirable Portuguese at an advanced level (LATAM).
Preferred Qualifications
- Minimum experience of 2 years working in areas such as Human Resources (recruiting, employee compensation payroll, career development and / or customer service center).
- Managing multi-channel customer service platforms (phone, email and chat).
- Working with customer management tools, Salesforce experience a plus.
- User-level experience in ERP tools or Human Capital Management software such Workday (desirable).
- Remote communication channels with global teams, in various languages and formats.
- Experience in matrix and / or global models of HR Service Centers.
