Specialist HR Service Center

Job description

     

JOB DESCRIPTION:

Summary

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.

Essential Job Functions

·  Solve requests from customers (Abbott employees from the globe, focused on region) through various communication channels such as: phone, chat, email and scheduled appointments. 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.

Educational Requirements

·  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).

Job Experience

·  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.

Key Competencies, Behaviors and Skills / Service Center Associates

·  Consultative – ask probing questions with customers to understand and identify critical elements needed to problem solve.
·  Critical thinking – objective evaluation of a situation; listen, process and ask relevant questions; use common sense; think before acting
·  Ownership/accountability of the issue – drive to resolution; responsible from start to finish; sense of responsibility for the issue itself
·  Takes initiative – recognizes the need to act and does so
·  Self-directed – act without an assignment
·  Relationship builder – develop rapport, build trust, understand needs, deliver on commitments
·  Emotional intelligence – sense tone and read body language of others, mirror client sense of urgency or tone, recognize time and place for own actions/words
·  Time management – use time wisely to meet commitments
·  Communication / comprehension (verbal and written) – clear, succinct, professional, complete
·  Multi-tasking – meet multiple commitments, recognize the priority of work to complete on time
·  Attention to detail – able to identify spelling errors, quality check to ensure accuracy
·  Resourceful – know who to go to for what and when, or able to figure it out with minimal direction

     

JOB FAMILY:

HR Operations

     

DIVISION:

CHR Corporate Human Resources

        

LOCATION:

Peru > Lima : Alta Vista Building

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Not specified

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable