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
15
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-Remote
This role is contributing to the Electrification Smart Power Division.
You will be mainly accountable for:- Assisting customers by monitoring the status of customer requests and that that all inquiries received via multiple channels (including but not limited to phone, web, e-mail, chat) are resolved rapidly and competent way by providing assistance in any necessary escalation
- Ensuring a positive customer experience throughout the entire process by giving customers regular updates and clarification
- Systematic and detail oriented mindset when completing the cases successfully
- Ensuring the resolution of customer issues (e.g. product, technical, order, payment related) by providing resolution or coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams by following specified processes and using agreed tools and systems. Coordinating involves resolution with After-Sales Service and/or Spare Parts teams, also Media Relations, Talent Acquisition or Procurement teams.
- Recommending appropriate solution for customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
- Proactively informing customers about issue status based on inputs, and clarifying any questions to improve service quality.
- Bachelors degree required.
- 1 - 2 years relevant work experience.
- Required to be fluent in English and an additional language, French or German.
- Proactive, with demonstrated ability to take ownership of customer issues.
- Collaborative, Solution-focused approach, and diplomatic written and spoken communication.
- Coaching and mentoring from senior leaders and colleagues
- Get motivated by continuous improvement in what we do and how we do it, bring your know-how.
- Be yourself: join one or many of our Employee Resource Groups and make a difference!
- Paid and Unpaid leave opportunities
- Life insurance
- Accident insurance
- Retirement plan
- Wellbeing program
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