What You’ll Do

• Solve requests from customers (Abbott employees from the globe, focused on region) through various communication channels such as: phone, chat, and email. Proficiency with formal Spanish and English is mandatory. Portuguese language fluency in an HR scope is highly desirable (LATAM Region).
• Adherence to pre-established schedules, which will respond to the specific needs of the business. The peak season of the business calendar is between November and March.
• Maintain the knowledge required for an essential job functions, from the entire initial onboarding process through the subsequent technical and functional trainings.
• Ensure the understanding, mastery and efficient use of software involved in the role.
• 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, policies, and share insights along with recommended improvements to leadership.
• Meet or exceed standards for both schedule adherence and reliability.
• Demonstrate a proactive attitude towards customer service coupled with good communication skills, accuracy and the ability to listen and interpret requests from customers.
• Focus on 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), desirable Portuguese at an advanced level (LATAM).

Preferred Qualifications

• Minimum experience of 2 years working in areas such as Human Resources (recruiting, employee compensation payroll, career development and / or customer service center).
• Managing multi-channel customer service platforms (phone, email and chat).
• Working with customer management tools, Salesforce experience a plus.
• User-level experience in ERP tools or Human Capital Management software such Workday (desirable).
• Remote communication channels 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.