Customer Support Specialist Job in Asea Brown Boveri Ltd.

Take the next step in your career at ABB, working in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.

This is a Customer Support Specialist role, reporting to Vice President and will be based in Bangalore. The mission statement of GBS Customer Contact Centers (CCC) is Make ABB easi-er and enjoyable to do business with, by reducing customer effort and improving customer experience with ABB. In order to achieve and maintain high level of customer satisfaction, professional CCC employees will be interacting with the customers and ensuring that inquiries are routed to the right local business area / division / function for response and resolution in a rapid and competent way.

Your responsibilities

• Providing initial point of contact for customers, business partners and other stakeholders (external and internal) as a team member of the CCC.
• Handling of incoming inquiries via established communication channels (telephone, email, web, live agent chat) in a professional and friendly way.
• Obtain, from the contact with the inquirer and supported by existing internal information re-sources, the account and contact information of the inquirer and what the inquiry is about, to a sufficient level of detail for further processing.
• Entering the inquiry into the inquiry handling system (SFDC), create a ticket (lead / case) and forward it to the right local business area / division/ function.
• Monitoring status of the inquiry responsiveness of the local business areas /divisions / functions and support escalation as per established process. Monitoring subsequent stages of the inquiry lifecycle (lead qualification and conversion).
• Completing contact logs and reports, using the inquiry handling system (SFDC), as base for analysis and continuous improvements. Carrying out Transactional NPS surveys and PSQI surveys for continuous improvement.
• Identifying areas of improvement and recommend associated process improvements. Recognizing, document and alert the CCC supervisor of trends in inquiries received.
• Supporting the updation and maintenance of the contact list (routing table) for the local business areas / divisions / functions in scope. Supporting the updation and maintenance of the CCC intranet / internet Pages.
• Living ABBs core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

• Bachelor of Engineering (BE).
• Minimum 5+ years experience in customer service / customer support / contact centers.
• Good working knowledge of salesforce dot com(SFDC) preferable.
• Fit with ABB Values as per the ABB Way (Courage, Care, Curiosity and Collaboration).
• Experience or knowledge in products / systems similar to ABB portfolio preferred.
• Good level of computer skills (O365, Excel, Word, PowerPoint, Outlook, MS Teams, etc.), good typing.
• Good interpersonal skills, collaborative mindset, high self-motivation and attitude.
• Responsive, proactive and self-driven, demonstrate responsibility and ownership for customer inquiries and issues.
• Excellent communication skills (spoken and written).
• Fluent in English (and few other local languages).