Contact Center Specialist (Italian)

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 is leading the decarbonization of the world’s transportation industry by pioneering technology that will enable a sustainable future of smart, reliable, and emissions-free mobility for societies, countries, and cultures globally. If you have a passion for improving our living environment, increasing the use of clean energy, and optimizing technological innovation in day-to-day life then we invite you to consider joining the global industry leader in Electric Vehicle (EV) Charging and Grid Edge technologies, ABB E-Mobility. ABB is looking for a first tier-level Contact Center Support Specialist to be the initial point of contact for our customers and our internal and external business partners to provide inquiry support via telephone, e-mail, live on-line, chat-bot and other possible channels in a consistently professional, friendly, and responsive way. You’ll enjoy working in an open and fast-paced collaborative team environment and will be focused on ensuring the appropriate contacts within ABB E-mobility are routed, and timely executed by the right internal department or team member for effective and rapid resolution. We invite you to join our team to be a face of ABB’s Electric Vehicle (EV) Charging service business!

This position reports to

Hiring Manager

Your responsibilities

• 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
• Ensuring the resolution of customer issues (e.g. product, technical, order, payment related) by providing resolution immediately or coordinating with other internal and/or external teams by following specified processes and using agreed tools and systems
• 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
• Regularly initiating customer feedback loops (surveys) by following commonly agreed processes, understanding satisfaction levels and identifying areas for continuous improvement needs
• Supporting regular maintenance of the contact list, routing tables and information on internal/external pages. Proactively identify potential improvement areas in process, practices, and tools together with the Team

Your background

• Extensive experience with customer support, knowledge of principles and practices in customer service
• Proficiency in English and Italian language
• Ability to work on shifts
• Demonstrated ability to take ownership of customer issues
• Excellent people skills, good networking and communication skills
• Ability to adopt with change
• A collaborative, solution-focused approach

More about us

We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. Work model: hybrid #LI-hybrid Your benefits: • Enjoy a stable employment in a company with a long history in innovation and technology. • Collaborate with experienced experts in an international environment. • Seize individual development and training opportunities, from job specific to soft skills. • Private medical care (including offers for family members) and life insurance. • Receive attractive remuneration based on your experience and skills, and other financial benefits, such as annual bonus and internal share purchase program. • Choose from various benefits in kind, ranging from healthy lifestyle offerings, to knowledge sharing, to teambuilding activities. ABB Data Privacy Statement: https://new.abb.com/privacy-notice/candidate