Contact Center Specialist - Cheonan

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Your role and responsibilities

As a Contact Center Specialist for Electrification Business Area in Cheonan, South Korea, you will be responsible for acting 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. You will be mainly accountable for: • 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, email, 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 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. • 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 • Informing customers about issue status based on inputs, and clarifying any questions to improve service quality • 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. Identifying potential improvement areas in process, practices, and tools together with the team

Qualifications for the role

• Must have a bachelor’s degree or equivalent
• 1- 5 years extensive experience with customer support, Contact Centers, call centers
• Having agility, proactiveness, demonstrated ability to take ownership of customer issues, ability to adopt with change
• Excellent people skills, good networking skills
• A collaborative, solution-focused approach, and strong diplomatic written and spoken communication skills
• Proficiency in Korean and English
• Chinese or Japanese language skills nice to have

Benefits

• Retirement plan
• Life insurance
• Flexible work practices

More about us

ABB Smart Power is a global technology leader, with products and solutions that make power supplies smart, connected and protected. Its intelligent products and solutions make power more competitive by improving the energy efficiency, productivity and reliability of almost any operation. 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. Work model: hybrid #LI-hybrid