Customer Service Specialist
hace 2 meses
**Customer Service 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.**:
Provide internal and external customer support (e.g. technical, order assistance, payment-related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction.
**This position reports to**:
Contact Center Lead
**Your responsibilities**:
- Proactively identifies and select together with Sales, in specific US regions the accounts having specific requirements in the area of Customer Operations, meet the customers to better understand their expressed needs and expectations and to identify the most proper tools and advanced services to deliver to customers, in order to create the best customer journey and to consolidate the customer loyalty.
- Defines and proposes service level targets for the selected key accounts and ensures their achievement with a structured follow up process. Measure and analyzes periodically the selected KPIs, reports issues and expedites solutions to the resolution owners, working with Continuous Improvement team.
- Monitors competitors’ activity within their assigned region in the area of customer operations and ensures that appropriate response strategies are formulated and implemented.
- Takes ownership of specific customer cases to ensure efficient and reliable customer issue resolution.
**Your background**:
- Bachelor’s Degree in Business Administration, Industrial Engineering or related.
- Proficiently in SAP.
- 2 years of experience in similar role.
- Knowledge of: Salesforce - Commercial profiles - Support.
- Advanced English level.
**More about us**:
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