Customer Support Specialist - One Year Assignment
ABB -
Cairo, EgyptPosted 4 years ago68People have clicked1 open position
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Job Description
- Delivering high quality services and providing initial point of contact for business partners (internal and external) as a team member of the contact center.
- Handling of incoming inquiries via telephone, e-mails, web- and other possible channels in a professional and friendly way.
- Contacting business partner and supporting by existing internal information resources details about who is calling and what the inquiry is about to a sufficient level of detail for further processing.
- Entering the inquiry into ticketing system, creating a case and dispatch it to right unit.
- Supporting the maintenance of an up-to-date contact lists for the units in scope.
- Monitoring status of inquiry resolution and support escalation as per established process.
- Completing contact logs and reports, using the systems available, as base for analysis and continuous improvements. Identifying areas of improvement and recommend associated process improvements.
- Recognizing, documenting and alerting the supervisor of trends in inquiries received.
- Assisting to update and maintain the contact center intranet/internet pages and web activities.
- Living ABB’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.
Job Requirements
- Bachelor degree in Engineering in relevant field( engineering field is preferable )
- Min. 2 years or more experience in customer service/contact centers
- Experience/knowledge in ABB products and systems preferred
- Excellent communication (spoken and written) and customer service skills.
- Responsive and proactive behavior; demonstrate responsibility and ownership for customer issues
- Excellent command of English & French Language