Associate, HR Service Center

Created by: Abbott
Added: 27.11.2019

Advert description

Essential Job Functions
  • 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.
  • The 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.
Core Job Responsibility
  • 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.
  • 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.

Specific details

Type of Contract Full time
Preferred Education Bachelor's
Level of Experience 2-5 years

Location

Malaysia, Asia
Petaling Jaya