Contact Center Support SpecialistAt 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

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-Hybrid This role is contributing to the Electrification Smart Power division in Mexico.You will be mainly accountable for:•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.

Qualifications for the role

Bachelors degree required (Engineering preferred).1 - 2 years experience in Costumer Support / Costumer service positions in a Contact Center.Advanced English required (German, French or Portuguese is plus).Proactive, with demonstrated ability to take ownership of customer issues.Collaborative, Solution-focused approach, and diplomatic written and spoken communication.

What's in it for you?Coaching and mentoring from senior leaders and colleaguesGet motivated by continuous improvement in what we do and how we do it, bring your know-how.Be yourself: join one or many of our Employee Resource Groups and make a difference!BenefitsPaid and Unpaid leave opportunitiesLife insuranceAccident insuranceRetirement planWellbeing programDental insurance Flex days Employee Assistance Program (PAE) Development platforms: Spark, Harvard Manager Mentor and English Learning EF English Live School (EF)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