Main Purpose of Role:
Maintain employee information that is accurate, meets the organization's legal obligations, and assists in human resource management and planning.
Main Responsibilities:
JOB DUTIES/ RESPONSIBILITIES/ ACCOUNTABILITIES
Proven effective concierge service combined with agility at surpassing customers expectations for a broad scope of requests utilizing powerful collaboration.
Proven effective concierge service combined with agility at surpassing customers expectations for a broad scope of requests utilizing powerful collaboration.
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 while working independently.
This is an analytical and exceptional customer service-focused role supporting employees and managers in the resolution of their HR matters via supporting tools and processes and by effectively collaborating across 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.
Key Job Responsibilities
Receive and optimally respond to service inquiries and requests with timely, accurate, and professional replies while managing multiple contact channels and continually prioritizing static (email, correspondence, outbound calls) and dynamic (calls and chats) work.
Resolve or escalate requests 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.
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.
Required and Preferred Qualifications:
Bachelors Degree in HR or Business related.
3 years of experience in a shared service center environment / customer service
Excellent communication skills, ability to multitask, prioritize, meeting deadlines and proactively communicating status updates.
High level of customer focus and service excellence.
Mandarin language required as this role will be supporting China.
