**Job Title:** Contact Center Assistant - Work from Home
**Company:** Abbott Laboratories
**Location:** Phoenix, Arizona, US
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 2
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### Job Description:
Abbott Laboratories, a global leader in health technology, is seeking a dedicated and motivated **Contact Center Assistant** to join our dynamic team. This part-time position allows you to work from the comfort of your home while contributing to our mission of improving health outcomes for patients worldwide.
As a **Contact Center Assistant**, you will play a crucial role in ensuring exceptional customer service experience as you manage incoming calls, provide information, and resolve inquiries efficiently. Your contributions will help support Abbott's commitment to innovation and excellence in health solutions.
**Key Responsibilities:**
- **Customer Interaction:** Respond to inbound customer queries via phone, email, and chat, providing timely and accurate information about products, services, and policies.
- **Issue Resolution:** Utilize problem-solving skills to perform thorough investigations for customer inquiries, ensuring a satisfactory resolution while maintaining high-quality service standards.
- **Data Management:** Leverage internal systems and databases to document customer interactions, track issues, and gather insights for informed decision-making.
- **Performance Metrics:** Meet or exceed KPIs related to call handling time, customer satisfaction scores, and response accuracy, driving improvements through data analysis.
- **Team Collaboration:** Work closely with team members and cross-functional departments to enhance the customer experience and streamline processes.
- **Training and Onboarding:** Assist in onboarding new team members by providing mentorship and sharing best practices in customer care and operational procedures.
- **Continuous Improvement:** Participate in team meetings and training sessions to share insights, gather feedback, and contribute to ongoing process enhancements and policy updates.
- **Support Special Projects:** Engage in special projects as required, leveraging critical thinking to assess challenges and implement strategic solutions.
### Requirements:
**Education & Experience:**
- Associate degree or equivalent experience (2 years of experience in a contact center or customer service role preferred).
- Familiarity with CRM systems and data entry processes.
**Technical Skills:**
- Proficient in Microsoft Office Suite (Excel, Word, Outlook) and other relevant software applications necessary for telecommunication and customer support.
- Ability to navigate multiple systems and platforms simultaneously while maintaining accurate records.
**Personality Traits:**
- Energetic and driven with a positive attitude towards work and customer interactions.
- Passionate about delivering exceptional customer service and fostering a positive team environment.
**Soft Skills:**
- Strong critical thinking abilities to analyze issues and develop effective solutions autonomously.
- Excellent people management skills; ability to interact professionally with diverse individuals and manage relationships effectively.
**Working Environment:**
- As a remote worker, you will be expected to create a dedicated workspace that fosters productivity and minimizes distractions.
- You will leverage data to inform your decisions and drive strategic initiatives, contributing to Abbott's commitment to excellence in customer service.
### Benefits:
- Paid overtime opportunities.
- Paid Time Off (PTO) to promote work-life balance.
- Relocation allowance for candidates considering a move to the Phoenix area.
**Deadline to Apply:** September 29, 2024
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**Equal Opportunity Statement:**
Abbott Laboratories is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.
If you are passionate about customer service and ready to contribute to a healthcare leader, we encourage you to apply today and join our team at Abbott Laboratories!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
