Contact Center Support Specialist - Cheonan

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.

Join us as Customer Support Specialist and you will provide a clear and easily accessible contact point for inquiries of any kind from customers, business partners and other stakeholders who do not know where to turn to. In your role you will achieve and maintain high levels of customer satisfaction and deliver enhanced customer experience by ensuring inquiries are routed to the relevant ABB unit for response and resolution in a rapid and competent way. Reporting to the Cluster Lead for AMEA (Asia, Middle East and Africa), this role in Contact Center is based in South Korea.

Your responsibilities

• Providing initial point of contact for customers, business partners and other stakeholders as a team member of the Contact Center
• Handling inquiries via established communication channels in a timely, friendly and professional manner.
• Obtaining the account and contact information of the inquirer and what the inquiry is about, to a sufficient level of detail for further processing
• Registering the inquiry in Salesforce dot com (SFDC), creating a ticket (lead / case), and providing an acknowledgment to the inquirer. For quotations, service requests, etc., requiring detailed study, response and resolution, assigning the same to the relevant ABB unit
• Monitoring the status of the assigned inquiry in the ABB unit and collaborating with the latter for completion of the different stages of the inquiry lifecycle
• Carrying out Transactional NPS surveys and PSQI surveys for continuous improvement. Identifying and executing improvement actions
• Supporting the update and maintenance of the contact list (routing table) for the ABB units in scope. Supporting the administration of communication channels (telephone line, email address, web channels, liveagent chat)
• Tracking regular target performance and providing reports, results analysis to the team and management. Recognizing, documenting and alerting the team and management of trends in inquiries received

Your background

• 5+ years’ experience in customer service / customer support / contact centers / call centers
• Good working knowledge of salesforce dot com (SFDC)
• Good level of computer skills (O365, Excel, Word, PowerPoint, Outlook, MS Teams, etc.), good typing
• Must be a Graduate
• Customer centricity and service-oriented attitude, high degree of responsiveness, continuous improvement mindset, willingness to upskill and well organized
• Ability to work with diverse teams and stakeholders across different countries
• Fluent in English and Korean

Benefits

• Flexible work practices
• Life insurance
• Retirement plan

More about us

ABB Smart Buildings digitally transforms commercial, industrial and residential buildings for the highest comfort, efficiency, safety and security - enhancing quality of life in buildings of the future through safe, smart and sustainable electrification solutions, services and products. 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.