Overview
på abb hjälper vi industrier att bli snabbare, mer resurseffektiva och hållbara. Här är framsteg en självklarhet - för dig, ditt team och hela världen. Som global marknadsledare ger vi dig rätt förutsättningar för att lyckas med det. Det kommer inte alltid att vara enkelt - utveckling kräver mod och styrka. På abb är du aldrig ensam. Run what runs the world.
denna position rapporterar till: 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-remote
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 immediatelly 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.
* 2+ years experience in contact center or similiar position.
* required to be fluent in german and english
* proactive, with demonstrated ability to take ownership of customer issues
* collaborative, solution-focused approach, and diplomatic written and spoken communication
* salesforce knowledge (preferred)
benefits
* dental insurance
* flex days
* employee assistance program (pae)
* development platforms: spark, harvard manager mentor and english learning ef english live school (ef)
vi värdesätter människor med olika bakgrund. Kan det här vara ditt nästa steg? Ansök idag eller besök www.abb.com för att läsa mer om oss och se hur vår teknologi påverkar världen.
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