Contact Center Support Specialist - Temporary Contract

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.

As a Contact Center Support Specialist, you will be the first point of contact for ABB customers, business partners and other stakeholders with target to make ABB easier and enjoyable to do business with by reducing customer effort and increasing customer experience with ABB. You will provide internal and external customer support (e.g., technical support, order assistance, payment related assistance, forwarding supplier offers, finding right speaking partner etc.) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction. Reporting to Cluster Lead – Contact Center, you will be providing 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

• Assisting customers by monitoring the status of customer requests and that all inquiries via multiple channels (including but not limited to phone, web, e-mail, chat) are received, ticketed in SFDC and resolved rapidly and in a 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
• 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. 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
• 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 identifying potential improvement areas in process, practices, and tools together with the Team. Preparing and analyzing regular statistics using available tools and collecting relevant information
• Tracking regular target performance by observing the overall process and trends across inquiries and identifying improvement areas while providing results or highlighting risks to management
• Depending on situation support business with outbound activities like marketing campaigns as well provide 24/7 follow the sun service or even with face-to-face customer interaction

Your background

• Competencies: agility, proactiveness, demonstrated ability to take ownership of customer issues
• Excellent people skills, good networking skills
• Extensive experience with customer support, knowledge of principles and practices in customer service
• Ability to adopt with change
• A collaborative, solution-focused approach, and strong diplomatic written and spoken communication skills
• Proficiency in English language and local languages including Bahasa Indonesia, Bahasa Malaysia, etc
• Good working knowledge of salesforce dot com (SFDC)
• Good level of computer skills (O365, Excel, Word, PowerPoint, Outlook, MS Teams, Power BI, etc.)

Benefits

• Life insurance
• Flexible work practices
• Accident insurance
• Paid Parental leave (gender neutral)
• Sick pay

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 www.abb.com. Recruitment Agencies please be aware that this role is being managed by the internal ABB Talent team directly. We will reach out to our preferred agency partners should we require support. Your adherence to our process is appreciated Work model: hybrid #LI-hybrid