Specialist - Customer Contact Center (German and French language).

2 weeks ago

Notting Hill, Australia ABB Australia Full time

Specialist - Customer Contact Center (German and French language).

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.

Your role and 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. Regularly 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

Qualifications for the role

  • Competencies such as 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
  • Ability to adopt with change
  • A collaborative, solution-focused approach, and strong diplomatic written and spoken communication skills
  • English fluency is a must and additionally German and French both on a good level

More about us

ABB Smart Power is a global technology leader, with products and solutions that make power supplies smart, connected and protected. Its intelligent products and solutions make power more competitive by improving the energy efficiency, productivity and reliability of almost any operation. 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

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