Customer Contact Center 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 well give you what you need to make it happen. It wont always be easy growing takes grit. But at ABB youll never run alone. Run what runs the world.

This Position reports to:

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 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 immediatelly 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.

Qualifications for the role

• Bachelors degree required.

• 1 - 2 years relevant work experience.

• Required to be fluent in English other languages is a plus (French or German).

• Knowledge of CRM software (Salesforce is a preference)

• Proactive with demonstrated ability to take ownership of customer issues.

• Collaborative Solution-focused approach and diplomatic written and spoken communication.

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