**Contact Center Agent**:
**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.**:
To make ABB easier to do business with and to improve the issue resolution process towards our customers, a Contact Center organization has been established to provide a clear and easily accessible contact point for inquiries of any kind from customers and other business partners, that do not know where to turn. In order to achieve and maintain high levels of customer satisfaction, professional Contact Center agents interact with business partners and ensure that inquiries are routed to the right unit for resolution in a rapid and competent way.
**This position reports to**:
Contact Center Support Manager
**Your responsibilities**:
- Commit to deliver high quality services
- Provide initial point of contact for business partners (internal and external) as a team member of the Contact Center
- and other possible channels in a professional and friendly way
- Obtain, from the contact with the business partner and supported 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
- Enter the inquiry into ticketing system, creating a case and dispatch it to right unit
- Support the maintenance of an up-to-date contact lists for the units in scope
- Monitor status of inquiry resolution and support escalation as per established process
- Coordinate until tracking case is closed
- Complete contact logs and reports, using the systems available, as base for analysis and continuous improvements
- Identify areas of improvement and recommend associated process improvements
- Recognize, document and alert the supervisor of trends in inquiries received
- Assist to update and maintain the Contact Centre intranet/internet pages and web activities
- Perform other duties as assigned
**Your background**:
- Diploma in Engineering (preferred but not mandatory) or other relevant qualification
- 2 years or more experience in customer service/contact centers
- Experience/knowledge in ABB products and systems preferred
- Excellent skills in communication (spoken and written) and customer service
- Good interpersonal skills
- Good level of computer skills, good typing
- High self-motivation and attitude
- Responsive and proactive behavior; demonstrate responsibility and ownership for customer issues
- Well organized
- Fluent in English, Spanish and French a plus
- Effectiveness in handling multiple phone lines and electronic messaging required
- Discipline to manage all activities and ability to multi-tasks
- Able to be flexible and work in a team environment
**More about us**:
