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.

You will join the Team that provides world-class charging systems for electric cars, buses and trucks. Our goal is to lay a foundation for the future of smarter, reliable and emission-free mobility. We do this from Kraków, where our center of innovation is located.

As a Contact Center Support Specialist you will provide 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. 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.

This position reports to

Contact Center Cluster Lead

Your responsibilities

• 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.
• Ensuring the resolution of customer issues (e.g. product, technical, order, payment related) by providing resolution immediately or coordinating with other internal and/or external teams by following specified processes and using agreed tools and systems.
• 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.
• 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 identify potential improvement areas in process, practices, and tools together with the Team.

Your background

• Extensive experience with customer support, knowledge of principles and practices in customer service.
• Proficiency in English and French language.
• Demonstrated ability to take ownership of customer issues.
• Excellent people skills, good networking and communication skills.
• Ability to adopt with change.
• A collaborative, solution-focused approach.

More about us

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.

Your benefits:

• Enjoy a stable employment in a company with a long history in innovation and technology.
• Collaborate with experienced experts in an international environment.
• Seize individual development and training opportunities, from job specific to soft skills.
• Private medical care (including offers for family members) and life insurance.
• Receive attractive remuneration based on your experience and skills, and other financial benefits, such as annual bonus and internal share purchase program.
• Choose from various benefits in kind, ranging from healthy lifestyle offerings, to knowledge sharing, to teambuilding activities.

Apply now for this job and become our next Contact Center Specialist (French).