Take your next career step at ABB E-Mobility with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.
We are looking for a Customer Support Specialist, who provides solutions to our customer requests and build customer relationships. The customer’s requests you handle are mainly technical issues of our EV chargers in the field. When you handle these requests, your approach ensures excellent customer experience and fast response times.
Target Salary Range $57,000-68,000 USD
In this role, your main accountabilities will be:
- Monitoring and resolving customer requests/issues that come in via multiple channels (e.g. phone, email, chat) 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.
- Remotely commissioning new chargers for successful activation.
- 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.
To make this work, we need a curious professional with:
- High School Diploma with at least 1 year of experience in customer service role within a fast-paced, team-oriented customer support, call center or contact center environment, preferably supporting a technical product, or engineering services business.
- Responsive and proactive behavioral mindset required with ability to take on responsibility and ownership for customer issue .
- Demonstrated ability to express empathy for customer needs, particularly in handling more challenging customers at times required.
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