Contact Center Support Specialist
hace 3 semanas
**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.**:
Acts as the first point of contact for ABB customers, with the intention to make ABB an easy and trusted choice to do business with. Provides excellent customer support by processing customer inquiries and resolving them on time and in an appropriate manner. Provides internal and external customer support such as technical support, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinates with relevant resources to have complete case ownership and to improve customer satisfaction. Improves customer experience and first contact to cash transition rate and creates more business opportunities for ABB.
**Your responsibilities**:
- Assists the customers by monitoring the status of their requests, ensures that all inquiries received via multiple channels are resolved in a swift and competent manner, and provides necessary assistance during any escalation.
- Ensures the resolution of customer issues (e.g., product, technical, order, payment related, etc.) through immediate individual assistance or in coordination with Sales, Operations, Supply Chain Management, and other internal and/or external teams.
- Recommends appropriate solutions for customer requests and coordinates with related teams to ensure end to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, and invoice) is in place.
- Provides regular updates and clarification to the customers and ensures a positive customer experience.
- Informs customers about issue status proactively and clarifies any doubts with them to improve service quality.
- Initiates customer feedback loops (surveys) in regular intervals by following commonly agreed processes, understanding their satisfaction level, and identifying areas of continuous improvement.
- Supports the regular maintenance of contact lists, routing tables, and information on internal/external pages.
- Supports the business (when needed) in outbound activities like marketing campaigns and provides follow the-sun or face-to-face customer interaction service(s).
- Displays systematic and detail-oriented mindset to complete the cases successfully.
- Prepares and analyzes regular statistics by using available tools and collecting relevant information.
- Tracks performance against the target regularly by observing the overall process and trends across inquiries, identifies improvement areas, and provides results or highlights any risks to the management.
**Your background**:
- Bachelor´s Degree in Engineering or Administration.
- Minimum 1 year of experience working in customer support.
- Curiosity, Care (information), courage (taking action and responsibility) and collaboration.
- Advanced level of English.
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