JOB DESCRIPTION:
About Abbott
Abbott is a global healthcare 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 our 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. Utilizing 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 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.
- Fluent English and Spanish (spoken and written).
- The position is temporary for 6 months.
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).
- French and/or Portuguese at an advanced level.
- Managing multi-channel customer service platforms (phone, email and chat).
- Working with customer management tools, Zendesk 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.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
HR Operations
DIVISION:
CHR Corporate Human Resources
LOCATION:
Peru > Lima : Alta Vista Building
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
No
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Not Applicable
