Customer Contact Center Specialist German/english

hace 1 semana

San Luis Potosí, México ABB A tiempo completo

W ABB pomagamy przemysłowi wyprzedzać konkurencję - działać sprawniej i ekologicznie. U nas postęp to standard - dla Ciebie, Twojego zespołu i całego świata. Jako globalny lider dajemy Ci to, czego potrzebujesz, by to osiągnąć. Nie zawsze będzie łatwo, rozwój wymaga determinacji. Ale w ABB nigdy nie będziesz działać sam. Zarządzaj tym, co porusza świat.

Stanowisko to podlega:
Support Services Manager

**Your role and responsibilities**

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-Remote

This role is contributing to the Electrification Smart Power division in Mexico**.**

You will be mainly accountable for:

- 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.
- 2+ years experience in contact center or similiar position.
- ** Required to be fluent in German and English**:

- Proactive, with demonstrated ability to take ownership of customer issues
- Collaborative, Solution-focused approach, and diplomatic written and spoken communication
- Salesforce knowledge (preferred)

**Benefits**
- Dental insurance
- Flex days
- Employee Assistance Program (PAE)
- Development platforms: Spark, Harvard Manager Mentor and English Learning EF English Live School (EF)

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