Contact Center Support Specialist - Milán, Caquetá

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone ...

Descripción del trabajo

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.

This Position Reports To
Technical Support Manager

Your Role And Responsibilities
In this role, you will have the opportunity to act as the first point of contact for ABB customers, with the intention to make ABB an easy and trusted choice to do business with. Each day, you will provide internal and external customer support such as technical support, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinate with relevant resources to have complete case ownership.

You will also showcase your expertise by improving customer experience and first contact to cash transition rate and creating more business opportunities for ABB.

The work model for the role is: hybrid

You Will Be Mainly Accountable For

• Handle customer inquiries across multiple channels, monitor request status, resolve issues efficiently, and manage escalations while ensuring a positive customer experience.
• Coordinate with Sales, Operations, Supply Chain, and other teams to resolve product-, technical-, order-, or payment-related issues and ensure end-to-end completion of customer requests.
• Provide proactive communication and updates to customers, clarify open points, and initiate feedback loops to assess satisfaction and identify improvement opportunities.
• Maintain accurate customer-related data (contact lists, routing tables, information pages) and support outbound activities such as marketing campaigns when needed.
• Track performance metrics, analyze trends, prepare reports, and identify process improvement areas to support the continuous enhancement of service quality.
• Demonstrate ABB's core values, ensure compliance with internal and statutory regulations, collaborate effectively with stakeholders, and proactively drive personal development.

Qualifications For The Role

• Proven experience in customer service, order management, or a similar role.
• Strong ability to manage inquiries across multiple channels and handle escalations effectively.
• Solid problem‑solving skills to address product-, technical-, order-, and payment-related issues.
• Excellent communication skills to provide proactive updates, clarify customer questions, and manage expectations.
• Competence in maintaining accurate customer data and working with CRM/ERP tools.
• Strong analytical skills to track performance metrics, analyze trends, and prepare reports.
• Ability to collaborate effectively with Sales, Operations, Supply Chain, and other cross‑functional teams.
• Demonstrated commitment to company values, compliance, attention to detail, and continuous personal development.
• Fluent communication in English; French and German are a strong plus.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.
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