JOB REQUIREMENTS:

• 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
• 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, live chats) 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

MINIMUM REQUIREMENTS/ EDUCATION:

• 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), Zendesk (or other CRM experience highly preferred).
• Bi-lingual fluency in English and Japanese Language with excellent written and verbal communications skills is required. Additional language fluency will be an added advantage

• Process changes to the organization’s human resource programs and policies in accordance with guidelines so that these programs are implemented accurately and fairly.
• Maintain employee records manually or in a human resources information system (HRIS) so that information is accurate and secure.
• Data managed may include personal information, job history, retirement and insurance documentation, leave accrual records, and details of illness, absences, transfers, and salary progression.
• Analyze data and prepare reports for management, to meet legal obligations, or for external agencies.
• Statistics analyzed may include employee demographics, skills inventory, absences, overtime, or employee turnover.
• Respond to enquiries from employees, managers and external agencies (such as government departments or insurers) about individual and organization-wide human resource information, without compromising the organization’s standards of privacy and confidentiality.