Customer Support Specialist

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, LGBTQ+, 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.

You will be working as Customer Support Specialist, will be the part of Electrification Business Area for Smart Buildings division based in Dubai, UAE. In this role you will be responsible to provide internal and external customer support/operations in local sales units from customer enquiry to product delivery to after-sales service to realize a complete sales process and to meet and exceed customer expectations. Should coordinate with relevant resources to have complete case ownership and to increase customer satisfaction

Your responsibilities

• Ensuring the resolution of customer issues (e.g., customer enquiry to product delivery and payment assistance) by coordinating with sales, operations, supply chain management and other internal and/or external teams and coordinating resolution with after-sales service and/or spare parts teams
• Recommending appropriate solution for customer requests and coordinating with related teams to ensure the complete handling of the request (e.g., order changes, order completion, expediting credit management, tracking and communication blocks and suspensions etc.) are in place
• Collecting and archiving documentation regarding the orders / complaints and recording assumptions and decisions taken during the process in the system in scope of responsibility
• Processing orders to ensure that customers receive accurate and timely delivery of products and acting as first point of call to customers’ questions and orders
• Building long-term and sustainable customer relationships and prioritizing the work according to the defined criteria, ensuring regular customer satisfaction, proactively informing customers about issue status based on inputs and clarifying any questions and ensuring a positive customer experience throughout the entire process
• Preparing and analyzing regular statistics using available tools and collecting relevant information and tracking regular target performance and providing results to management
• Implementing HSE and business compliance standards and regulations in area of responsibility, live the ABB values and group standards, reading, understanding and following the HSE guidelines and reporting discrepancies to leadership

Your background

• Degree / Diploma in Electrical or Electronics Engineering
• Good Knowledge on SAP of SD and MM
• Minimum 6-8 years extensive experience of customer support and after sales and service experience
• Customer focus and actions oriented with a systematic and structured approach
• Technical Skills: Basic knowledge of overall EL Business products: Design, verification and testing is more advantageous
• Fluency in spoken & written English language is required

Benefits

• Retirement plan

More about us

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 Work model: on site #LI-onsite