Specialist, HR Service Center (Japanese Speaking)

Summary 

This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence.  This role takes ownership of the customer experience and must maintain composure in difficult situations.  

This is a customer service focused role supporting employees, managers, and BHRs in the resolution of their HR matters through independent problem solving, utilizing judgement to appropriately escalate issues, and acting as a liaison to effectively navigate the global HR organization. This role is tailored to broad scope of service with in-depth knowledge for areas of specialization (job architecture, job evaluations, payroll, acquisitions, etc.).  

Essential Job Functions/ Core Job Responsibilities 

• 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. 

• Incumbent is empowered to solve requests and challenges via exceptional customer service that is consistent, knowledgeable, and trusted. 

• Incumbent must be able to anticipate customer needs, communicate professionally and compassionately with employees, managers and Business HRs around the world, and articulate solutions 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. 

• Ability to maintain confidentiality and safeguard employee data by adhering to compliance standards.  

• 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 incumbent must be able to analyze received information and demonstrate excellent problem-solving skills by using a variety of resources. Utilize judgment to make the best recommendation to drive a positive customer experience. 

• 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. 

• Adherence to pre-established schedules and remaining flexible to changing demands, which will align to the specific needs of the business.  

• 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. 

• Resolve requests based on established processes; 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 share with leadership.  

• 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. 

Requirements  

• Education: Bachelor’s degree with 3 years of relevant experience, or 5 years of relevant work experience without a college degree. Desirable specialization in Human Resources or Customer Service.  

• Job Background: HR Experience (Generalist or Specialist) Customer Experience or managing multi-channel customer service platforms (phone, email, chat, webform). 

• Expert knowledge in HR service technology tools for Customer Relationship Management and Telephony a plus.

• Languages: Proficiency in English and Japanese (spoken and written). Excellent telephone, written and verbal communications skills necessary.  

• Working environment: Comfortable working matrix global models with diverse teams and multiple cultures. 

• Competencies, Skills & Behaviors: Critical Thinking, Consultative, Emotional Intelligence, Problem solving, Time Management, Strong communication, Multi-tasking, Agile learners, Resourceful, Attention to detail, self-directed, Relationship Builder, Accountable.