Contact Center Support Specialist

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.

This Position reports to:

ABB Smart Buildings enables optimization of energy efficiency, safety, security and comfort for any building type, through new installations or retrofit solutions. The Division offers integrated digital technologies to control HVAC, lighting, shutters, and security, in addition to energy distribution solutions including DIN rail products, enclosures and emergency lighting through to industrial plugs and sockets and conventional wiring accessories, accommodating for single family homes, multiple dwellings, commercial buildings, infrastructure and industrial applications. The Division’s highly innovative technologies and digital solutions serve rising global demand among real estate developers, owners, and investors for smart building technologies that optimize energy distribution and building automation. The scalable solutions aim to deliver significant sustainable and financial benefits, meeting social and environmental demands, while being able to address even the most complex of customers’ carbon reduction strategies.

The work model is hybrid #LI-hybrid.

As a Customer 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 the right speaking partner etc.) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction. All the above should result to increased positive Customer Experience, increased first contact with cash transition rate and finally more Business Opportunities created for ABB while increasing overall efficiency and transparency.

Key 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 helping 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.
• Regularly initiating customer feedback loops (surveys) by following commonly agreed processes, understanding satisfaction levels and identifying areas for continuous improvement needs
• 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.

Qualifications:

• An associate or bachelor’s or master’s degree with 2 years of relevant experience
• Competencies: agility, proactiveness, demonstrated ability to take ownership of customer issues
• Excellent people skills, good networking skills
• Extensive experience with customer support, knowledge of principles and practices in customer service
• An excellent team player, ability to adapt to change & capable of thriving in a multi-location team environment
• A collaborative, solution-focused approach, and strong diplomatic written and spoken communication skills
• Knowledge in Salesforce or SAP or any CRM tools is nice to have
• Proficiency in English language.
• A1/A2 level in French and German language proficiency (both written & spoken) is a must have.

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.