Contact Center Support Specialist
Contact Center Support Specialist
At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.
Write the next chapter of your ABB story.
This is a position with grade
16
This position reports to
Support Services Manager
Your role and responsibilities
In this role, you will have the opportunity to act as the first point of contact for ABB customers, with the intention to make ABB an easy and trusted choice to do business with. Each day, you will provide internal and external customer support such as technical support, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinate with relevant resources to have complete case ownership.You will also showcase your expertise by improving customer experience and first contact to cash transition rate and creating more business opportunities for ABB.
The work model for the role is: #LI-Hybrid
This role is contributing to the Smart Power division.
You will be mainly accountable for:- Assists the customers by monitoring the status of their requests, ensures that all inquiries received via multiple channels are resolved in a swift and competent manner, and provides necessary assistance during any escalation.
- Ensures the resolution of customer issues (e.g., product, technical, order, payment related, etc.) through immediate individual assistance or in coordination with Sales, Operations, Supply Chain Management, and other internal and/or external teams.
- Recommends appropriate solutions for customer requests and coordinates with related teams to ensure end to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, and invoice) is in place.
- Provides regular updates and clarification to the customers and ensures a positive customer experience. Informs customers about issue status proactively and clarifies any doubts with them to improve service quality.
- Initiates customer feedback loops (surveys) in regular intervals by following commonly agreed processes, understanding their satisfaction level, and identifying areas of continuous improvement.
- Supports the regular maintenance of contact lists, routing tables, and information on internal/external pages.
- Bachelor´s Degree in Engineering or Administration.
- Minimum 1 year of experience working in customer support.
- Curiosity, Care (information), courage (taking action and responsibility) and collaboration.
- Advanced level of English.
- Flexibility: we have hybrid work options, make the best out of them!
- Help customers in driving efficiency and sustainability, making a strong impact
- Enjoy a supportive and solution driven team environment
- Retirement plan
- Life insurance
- Wellbeing program
- Healthcare plan
- Paid Parental leave (gender neutral)
More about us
We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory