Abbott is a global healthcare company devoted to improving life through the development of products and technologies that span the breadth of healthcare. With a portfolio of leading, science-based offerings in diagnostics, medical devices, nutritionals and branded generic pharmaceuticals, Abbott serves people in more than 150 countries and employs approximately 70,000 people.
This position is responsible for utilizing and maintaining comprehensive customer service, service recovery and cross-informing skills. These skills will be applied continuously to serving Abbott employees (our customers) who contact the Abbott myHRTeam Call Center through a variety of communication channels including phone, e-mail, fax, web self-service and chat. Candidates must be comfortable working in an environment with a high degree of personal accountability as measured by an extensive set of agent and team productivity, quality, and efficiency metrics. In this role, Customer Service Associates will often provide the first and often, the most lasting impression of Abbott Corporate Human Resources, and therefore must represent our ideals for acting with the highest standards for service, professionalism, accuracy, and efficiency as well as an appropriate sense of urgency.
Associate degree in Business Administration, Science or Secretarial Sciences and a minimum of two years customer service experience in a Call/Contact Center environment, including one year experience working in an HR environment, OR a minimum of five years customer service experience in a Call/Contact Center environment, including one year experience working in an HR environment is preferred. Ability to demonstrate consistent top agent/representative performance in a high volume/high quality/high accountability call center will be given favorable consideration.
Ten-key typing skills or equivalent speed is required. Basic level WORD experience required. Excel experience preferred. Must be familiar with search engines and be able to search and navigate using the internet. Previous experience using e-mail as a tool to respond to customers is preferred. Excellent telephone, written and verbal communications skills necessary. Ability to handle difficult customers and to facilitate service recovery to maintain the reputation of myHR is required. Fluency in speaking and writing any second language desired; English, French or Portuguese preferred.
Significant Work Activities and Conditions
Continuous sitting for prolonged periods ( more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
Filling baby bottles and treating disease... these are the habits of Abbott. Abbott Laboratories is a top health care products manufacturer....