Contact Center Support Specialist

Om jobbet

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.

ABB Energy Industries is enabling safe, smart and sustainable projects and operations for businesses across the oil, gas, chemicals, life sciences, power generation and water sectors. Driving integrated solutions that automate, digitalize and electrify industry we connect our people and technology to help our customers adapt and succeed. With over 50 years domain expertise, we continue to innovate and reshape traditional approaches across the energy sector with our technologies designed to improve operational efficiency, reduce risk, reduce energy consumption and waste. As a Support Specialist within ABB Contact Center Operations, you will act as the first point of contact to ABB customers, with target to make ABB easier and enjoyable to do business with by reducing customer effort and increasing customer experience with ABB. As a Contact Center Support Specialist your main task will be to provide excellent customer support, by processing customer inquiries and resolving them in appropriate time and manner while ensuring compliance with internal guidelines and procedures and external regulatory requirements.

Your responsibilities

• Assists customers by monitoring the status of customer requests and 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
• Ensure a positive customer experience throughout the entire process by giving customers regular updates and clarification
• Recommends 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 identifies potential improvement areas in process, practices, and tools together with the Team
• Prepares and analyzes regular statistics using available tools and collecting relevant information
• Depending on situation supports business with outbound activities like marketing campaigns as well provides 24/7 follow the sun service or even with face-to-face customer interaction

Your background

• Experience of customer service and preferably having worked with complaints/guarantees before
• Secondary or tertiary education
• Good skills for using computer systems and other system tools (Office 365)
• Excellent communication skills in Swedish and English, both orally and in writing
• A positive attitude and ability to work effectively in teams
• Solution oriented and able to think "think outside the box"

More about us

Recruiting Manager Dilan Omar, +46 703 80 40 25, will answer your questions about the position. Union representatives: Sveriges Ingenjörer: Kenneth Hultman, +46 703 49 60 95; Ledarna: Leif Öhrberg, +46 724 64 40 16; Unionen: Mikael Hammar, +46 730 88 70 60. We look forward to receiving your application (PDF documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. LI-hybrid