Contact Center Support Specialist Multilingual - English, French and German.

Contact Center Support Specialist Multilingual - English, French and German.

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. That's our story. Make it your story.

This position reports to

Customer Contact Center 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 Business from Mexico to America and Europe.

You will be mainly accountable for:

1. Assisting customers by monitoring the status of customer requests and ensuring that all inquiries received via multiple channels (including but not limited to phone, web, e-mail, chat) are resolved rapidly and competently by aiding in any necessary escalation.
2. Ensuring a positive customer experience throughout the entire process by giving customers regular updates and clarification.
3. Maintaining a systematic and detail-oriented mindset when completing cases successfully.
4. Ensuring the resolution of customer issues by providing immediate solutions 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.
5. Coordinating involves resolution with After-Sales Service and/or Spare Parts teams, as well as Media Relations, Talent Acquisition or Procurement teams.
6. Recommending appropriate solutions for customer requests, and coordinating with related teams to ensure the complete handling of the request is in place.
7. Proactively informing customers about issue status based on inputs, and clarifying any questions to improve service quality.

Qualifications for the role

• Bachelor's degree required.
• 1 - 2 years relevant work experience.
• Required to be fluent in English, French, and German.
• Open to work on 3 shifts.
• Proactive, with demonstrated ability to take ownership of customer issues.
• Collaborative, solution-focused approach, and diplomatic written and spoken communication.

More about us

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe. #MyABBStory