Contact Center Support Specialist

2 days ago

Liverpool, Australia ABB Full time

Bei ABB helfen wir Industrien beim Überholen - schlanker und sauberer. Hier ist der Fortschritt eine Erwartungshaltung
- für Sie, Ihr Team und die Welt. Als weltweiter Marktführer geben wir Ihnen, was Sie brauchen, um dies zu ermöglichen. Es wird nicht immer einfach sein, denn Wachstum braucht Mut. Aber bei ABB werden Sie nie allein laufen. Run what runs the world.

Diese Position untersteht:
Regional Manager EUR Customer Contact

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**:

- 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.
- Native French or German or A1/A2 level in French or German language proficiency (both written & spoken) is a must have

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