Working at Abbott

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

What You’ll Do

• 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.
• Solve requests and challenges via exceptional customer service that is consistent, knowledgeable, and trusted.
• Anticipate customer needs, communicate professionally and compassionately with employees, managers and Business HRs around the world, and articulate solutions to customers in a way that enhances the customer experience. Handle a high volume of requests with speed and accuracy.
• Maintain confidentiality and safeguard employee data by adhering to compliance standards.
• Learn quickly and follow multi-step instructions with accuracy and attention to detail while balancing process adherence and judgment.
• Analyze received information and demonstrate excellent problem-solving skills by using a variety of resources. Utilize judgment to make the best recommendation to drive a positive customer experience.
• Create and maintain strong relationships with peers and other HR groups. Navigate numerous stakeholders and complex organizations with a constant focus on collaborating, anticipating, and driving to resolution for the customer and continuous improvement.
• Adhere to pre-established schedules while remaining flexible to changing business demands.
• 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.
• Resolve requests based on established processes; partner with other HR service center team members or HR groups around the world to troubleshoot and resolve requests with an appropriate sense of urgency.
• Identify at-risk or distressed customer relationships and initiate corrective action with compassion through attentiveness to human need, utilizing available tools, resources, and timely escalation.
• Identify and capture customer feedback and leverage opportunities to share with leadership.
• Identify roadblocks to quality customer service in service center processes or company-wide practices and policies, and recommend improvements to support continuous improvement initiatives.

Requirements

• Bachelor’s degree with 3 years of relevant experience, or 5 years of relevant work experience without a college degree. Desirable specialization in Human Resources or Customer Service.
• HR experience (Generalist or Specialist) and customer experience or managing multi-channel customer service platforms (phone, email, chat, webform).
• Expert knowledge in HR service technology tools for Customer Relationship Management and Telephony is a plus.
• Proficiency in English and Japanese (spoken and written). Excellent telephone, written and verbal communication skills are necessary.
• Comfortable working in matrix global models with diverse teams and multiple cultures.
• Strong competencies in Critical Thinking, Consultative Skills, Emotional Intelligence, Problem Solving, Time Management, Communication, Multi-tasking, Agility in Learning, Resourcefulness, Attention to Detail, Self-direction, Relationship Building, and Accountability.

Location