Delivering high quality services and providing initial point of contact for business partners (internal and external) as a team member of the contact center.
Handling of incoming inquiries via telephone, e-mails, web- and other possible channels in a professional and friendly way.
Contacting business partner and supporting by existing internal information resources details about who is calling and what the inquiry is about to a sufficient level of detail for further processing.
Entering the inquiry into ticketing system, creating a case and dispatch it to right unit.
Supporting the maintenance of an up-to-date contact lists for the units in scope.
Monitoring status of inquiry resolution and support escalation as per established process.
Completing contact logs and reports, using the systems available, as base for analysis and continuous improvements. Identifying areas of improvement and recommend associated process improvements.
Recognizing, documenting and alerting the supervisor of trends in inquiries received.
Assisting to update and maintain the contact center intranet/internet pages and web activities.
Living ABBs core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.
Bachelor degree in Engineering in relevant field( engineering field is preferable )
Min. 2 years or more experience in customer service/contact centers
Experience/knowledge in ABB products and systems preferred
Excellent communication (spoken and written) and customer service skills.
Responsive and proactive behavior; demonstrate responsibility and ownership for customer issues
Excellent command of English & French Language Apply for here