Contact Center Support Specialist

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

As a Support Specialist within ABB Contact Center Operations, the position holder will act as first point of contact to ABB customers, with target to make ABB easier and enjoyable to do business with by reducing customer effort and increasing customer experience with ABB. A Contact Center Support Specialist provides excellent customer support, by processing customer inquiries and resolving them in appropriate time and manner while ensuring compliance with internal guidelines and procedures and external regulatory requirements. The position holder will provide internal and external customer support (e.g. technical support, order assistance, payment related assistance, forwarding supplier offers, finding right speaking partner etc.) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction. All above should result to increased positive Customer Experience, to increased first contact to cash transition rate and finally more Business Opportunities created for ABB while increasing the overall efficiency and transparency.

This position reports to

Support Services Manager

Your responsibilities

• 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 immediately 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.
• Regular initiating customer feedback loops (surveys) by following commonly agreed processes, understanding satisfaction levels and identifying areas for continuous improvement needs.
• Supporting regular maintenance of the contact list, routing tables and information on internal/external pages. Proactively identify potential improvement areas in process, practices, and tools together with the Team.
• Preparing and analyzing regular statistics using available tools and collecting relevant information.
• Tracking regular target performance by observing the overall process and trends across inquiries and identifying improvement areas while providing results or highlighting risks to management.
• Depending on situation support business with outbound activities like marketing campaigns as well provide 24/7 follow the sun service or even with face-to-face customer interaction.

Your background

• Bachelor's Degree in Engineering.
• 1-2 years of experience working in in customer support.
• Extensive experience with customer support, knowledge of principles and practices in customer service.
• A collaborative, solution-focused approach, and strong diplomatic written and spoken communication skills.
• Ability to adopt with change and agility, proactiveness, demonstrated ability to take ownership of customer issues.
• Excellent people skills, good networking skills.
• Advanced level of English.

More about us

We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. Work model: hybrid #LI-hybrid