Associate HR Service Center

Abbott Laboratories; Lima Metropolitana; Presencial; PEN 41,000 - 63,000; Jornada completa

Descripción de la vacante

A global health care company in Lima is seeking a Customer Service Representative to assist Abbott employees through various communication channels. This position requires fluency in English and Spanish, with Portuguese being desirable. Ideal candidates have a degree in Business Administration and experience in HR or customer service. Competitive career opportunities are available within a diverse and inclusive environment.

Servicios

Career development opportunities

Recognition as a great workplace

Formación

• Bachelor’s degree in Business Administration, Communications, Languages or related studies.
• Fluent English and Spanish (spoken and written); advanced Portuguese is a plus.
• Minimum of 2 years experience in HR or customer service.

Responsabilidades

• Solve requests from Abbott employees via phone, chat, and email.
• Adhere to schedules to meet business needs, especially during peak seasons.
• Maintain knowledge necessary for essential job functions.

Conocimientos

Customer service

Problem-solving

Communication

Bilingual proficiency (English and Spanish)

Educación

Bachelor’s degree in Business Administration or related field

Herramientas

Salesforce

ERP software

Descripción del empleo

About Abbott

Abbott is a global health care leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• 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

This position works out of our Global HR Service Center. The HR Service Center is part of Abbott’s Global HR Services team based in Lima, Peru. Its main function is to provide assistance to internal clients worldwide, utilizing top-tier technological tools. We primarily offer support in English, Spanish, and Portuguese, adhering to high standards of quality and service.

This role is empowered to surpass customer expectations by collaborating, anticipating, driving to resolution and serving with care, compassion and confidence. Utilizes 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.

What You’ll Do

• Solve requests from customers (Abbott employees globally, focused on the LATAM region) through phone, chat, and email. Proficiency with formal Spanish and English is mandatory; Portuguese language fluency in an HR scope is highly desirable (LATAM).
• Adhere to pre-established schedules to meet the business needs. Peak season is between November and March.
• Maintain knowledge required for essential job functions, from onboarding through subsequent technical and functional trainings.
• Ensure understanding, mastery and efficient use of software involved in the role.
• Respond to service inquiries with timely, accurate, and professional replies while focusing on the 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 and resolve 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; share insights and recommended improvements with leadership.
• Meet or exceed standards for schedule adherence and reliability.
• Demonstrate a proactive attitude towards customer service with good communication skills, accuracy, and the ability to listen and interpret requests.
• Focus on a 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.

Required Qualifications

• 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); Portuguese and/or French at an advanced level (LATAM) is desirable.

Preferred Qualifications

• Minimum experience of 2 years in areas such as Human Resources (recruiting, employee compensation payroll, career development and/or customer service center).
• Experience managing multi-channel customer service platforms (phone, email, chat).
• Working with customer management tools; Salesforce experience is a plus.
• User-level experience with ERP or Human Capital Management software such as Workday (desirable).
• Remote communication with global teams in various languages and formats.
• Experience in matrix and/or global models of HR Service Centers.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us: Abbott website and social media channels are available for more information and updates.