E-mobility Customer Support Specialist
il y a 3 semaines
**E-Mobility Customer Support Specialist - Italian M/F/d**:
**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.**:
**This position reports to**:
Customer Operations Manager
**Your responsibilities**:
- 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**:
- At least 2 years of higher education.
- At least 2 years of extensive experience with customer support, knowledge of principles and practices in customer service.
- Proficiency in English and Italian language. Knowledge of French is a big plus.
- Good computer and typing skills.
- Experience / knowledge of ABB products and systems.
- Efficiency in managing multiple communication channels.
- Able to manage different activities and tasks.
- Strong awareness of Health, Safety and Security rules: HSE is everyone's business.
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