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Regional Manager APAC_MEACustomerContact
As a Support Specialist within ABB Contact Center Operations, the position holder will act as 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. A Contact Center Support Specialist provides 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. The position holder 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. All above should result to increased positive Customer Experience, to increased first contact to cash transition rate and finally more Business Opportunities created for ABB while increasing the overall efficiency and transparency. The candidate will follow Japanese time-zone and hybrid model of work. In this role, below are the key responsibilities you will be performing on daily basis: 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 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. Regulary 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 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
ABB Smart Power is a global technology leader, with products and solutions that make power supplies smart, connected and protected. Its intelligent products and solutions make power more competitive by improving the energy efficiency, productivity and reliability of almost any operation. We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory
Publication ID: GP92059984_E5