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Specialist with German and French– Customer Contact Center (remote work)

ABB Business Services

  • Kraków

    Kraków, Lesser Poland
  • offer expired over a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work, hybrid work
  • запрошуємо працівників з України
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Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

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

  • 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.

  • 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

  • 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

  • Depending on situation support business with outbound activities like marketing campaigns as well provide 24/7/365 service (work in shifts, weekends, holidays)

Our requirements

  • Experience in customer support(nice to have)

  • Proficiency in German and French - written and spoken

  • Fluency in English/Italian/Estonian (nice to have)

  • Knowledge of Microsoft Office 365 (knowledge of Salesforce as an asset)

  • A collaborative, solution-focused approach with strong diplomatic written and spoken communication skills

  • Ability to adopt with change and proactiveness

  • Excellent people skills, good networking skills

  • Extensive experience with customer support, knowledge of principles and practices in customer service

What we offer

  • 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

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • corporate products and services at discounted prices

  • integration events

  • corporate sports team

  • saving & investment scheme

  • corporate library

  • video games at work

  • coffee / tea

  • sharing the commuting costs

  • employee referral program

  • charity initiatives

  • family picnics

Recruitment stages
1

Phone Screening

2

Interview with Recruiter and / or Manager

3

* Additional technical / language check

4

Congrats!

ABB Business Services

As a Specialist with German and French 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.

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.

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