In this role your main accountabilities will be:  

• Monitoring and resolving customer requests/issues that come in via multiple channels (e.g. phone, email, Portal) in a fast and competent way, providing assistance in any necessary escalation to other internal teams
• Ensuring a positive customer experience throughout the entire process by giving customers regular updates and clarification
• Proactively informing customers about request/ 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.

The team you will be part of is the Customer Support Team, composed of 10 team members. The team is spread across Krakow (PL) and Cergy (FR), bringing a diverse set of cultures and skills. This position can be based in either locations, and will report to the Customer Support Manager. 

To make the above work, we are looking for a junior to medior professional who is customer focused, solution-oriented, flexible, and an excellent communicator. Other essential requirements:

• (Extensive) Experience with customer support; having knowledge of principles and best practices when it comes to serving the customer.  
• Excellent communication skills (written & verbal) in English and Spanish.
• Ability to work in shifts: 8AM to 4PM, and/or 11AM to 7PM
• Ability to take on duty calls during the evening or night. The on duty shifts are equally distributed across the team. 

What’s in it for you?

Work with the best specialists in their field, in a diverse environment with unparalleled global reach. Feel inspired by our fast-growth. You will have the accountability to own your part in enabling a future of sustainable and efficient mobility. You can also count on a competitive compensation package in line with your capabilities and experience. Diversity, inclusion and equal opportunities are at the core of what we do. We celebrate different experiences and perspectives, and we aim to empower everyone in the creation of sustainable solutions for people all over the world. Our individual differences make us successful. 

About ABB E-mobility 

ABB E-mobility is a world leader in EV charging technology and a partner of choice for the world’s biggest electric vehicle OEMs and nationwide EV charging network operators. With a strong R&D pipeline, our robust product portfolio of innovative holistic solutions – from grid to charge point and domestic installations to large fleet depots – means we are actively enabling the future of e-mobility, not just predicting it.