Customer Support Specialist, Riyadh

**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, 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.**

ABB Smart Buildings digitally transforms commercial, industrial and
residential buildings for the highest comfort, efficiency, safety and security
- enhancing quality of life in buildings of the future through safe, smart and
sustainable electrification solutions, services and products. As a Support
Specialist within ABB Contact Center Operations, the position holder will act
as first point of contact to ABB customers, with target to make ABB easier and
enjoyable to do business with by reducing customer effort and increasing
customer experience with ABB. A Contact Center Support Specialist provides
excellent customer support, by processing customer inquiries and resolving
them in appropriate time and manner while ensuring compliance with internal
guidelines and procedures and external regulatory requirements. The position
holder will provide internal and external customer support (e.g. technical
support, order assistance, payment related assistance, forwarding supplier
offers, finding right speaking partner etc.) and coordinate with relevant
resources to have complete case ownership and to increase customer
satisfaction. All above should result to increased positive Customer
Experience, to increased first contact to cash transition rate and finally
more Business Opportunities created for ABB while increasing the overall
efficiency and transparency.

Your responsibilities

• Assisting customers by monitoring the status of customer requests and that that all inquiries received via multiple channels (including but not limited to phone, web, e-mail, chat) are resolved rapidly and competent way by providing assistance in any necessary escalation.


• Ensuring a positive customer experience throughout the entire process by giving customers regular updates and clarification.


• Systematic and detail oriented mindset when completing the cases successfully.


• Ensuring the resolution of customer issues (e.g. product, technical, order, payment related) by providing resolution immediately or coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams by following specified processes and using agreed tools and systems. Coordinating involves resolution with After-Sales Service and/or Spare Parts teams, also Media Relations, Talent Acquisition or Procurement teams.


• 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


• Preparing and analyzing regular statistics using available tools and collecting relevant information.


• Tracking regular target performance by observing the overall process and trends across inquiries and identifying improvement areas while providing results or highlighting risks to management.


• Depending on situation support business with outbound activities like marketing campaigns as well provide ‎24/‎7 follow the sun service or even with face-to-face customer interaction.

Your background

• Ideally, you'll hold a Diploma in Business Administration, or Marketing or any related field.


• Competencies: agility, proactiveness, demonstrated ability to take ownership of customer issues


• Excellent people skills, good networking skills


• Extensive experience with customer support, knowledge of principles and practices in customer service


• Ability to adopt with change


• A collaborative, solution-focused approach, and strong diplomatic written and spoken communication skills


• Proficiency in English language


• A bilingual candidate who can speak fluently both in Arabic and English is preferred.

More about us

We look forward to receiving your application (documents submitted in English
are appreciated). If you want to discover more about ABB, take another look at
our website www.abb.com. Work model: remote #LI-remote Work model: hybrid #LI-
hybrid Work model: on site #LI-onsite