HR Service Center Associate

Main Responsibilities:

• Solve requests from customers (Abbott employees from the globe, focused on Region) at least through 2 of the 4 channels: phone, chat, email and appointment; and through two or more languages.
• Meet and abide pre-established schedules, which will respond to the specific needs of the business. The high season takes time between November and March.
• Ensure and always be up-to-date with the knowledge required for an effective performance of the functions, from the entire onboarding process and the subsequent technical and functional trainings.
• 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 or policies, and share insights along with possible improvements with management.
• Demonstrate a right attitude towards customer service coupled with good communication skills, accuracy and ability to listen and interpret requests from customers.
• Focus on targeted scope of service with lower complexity and high-volume work.
• Close focus on productivity, focus on concierge service, operational excellence and time management.
• Ensure delivered cases and applied processes comply with Corporate and Compliance ethical standards.

Requirements:

• Bachelor’s degree in careers as Administration, Systems, Communications, Translation and Interpretation or similar
• Desirable postgraduate or specialization in Human Resources and/or Customer Service.
• Languages: Fluent English + Russian is a must, any additional European language would be considered as a strong asset.
• Experience in working in areas such as Human Resources and/or Customer Service through face-to-face or virtual channels.
• Managing multi-channel customer service platforms (phone, email and chat).
• Working with customer management tools, desirable Salesforce.
• User-level experience in ERPs tools/people management software like Workday (desirable).
• Desirable in remote communication channels with global teams, in various languages and formats.

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