Bij ABB helpen we industrieën beter te presteren - slanker en schoner. Vooruitgang is hier een verwachting - voor jou, je team en de wereld. Als wereldwijde marktleider geven we je wat je nodig hebt om dat waar te maken. Het zal niet altijd gemakkelijk zijn, groeien vergt lef. Maar bij ABB sta je er nooit alleen voor. Doe wat de wereld doet draaien.

Deze functie rapporteert aan:

EMEA OSS Service Owner

IS Customer Care Specialist

As an IS Customer Care specialist for India Middle East and Africa, you are the primary face of IS for our business users, delivering a high‑quality, customer‑first service experience. You act as a trusted partner to the business, ensuring OSS and premium support services are reliable, responsive, and continuously improving. Your role focuses on enabling productivity through proactive service management, clear communication, monitoring and hands‑on end‑user support.

You will oversee service delivery performance and collaborate closely with stakeholders to align IT services with business needs. You will also introduce and support new services such as IS@yrdesk, printing services, and modern conference room solutions.

The work model for the role is #Hybrid (4days working from office)

This role is contributing to the core IS Services in India.

Your Responsibilities

Consumer Care Operations

•Acts as seamless customer interface for CX towards Business and IS services stakeholders (SPOCs)

•Ensure consistent delivery of high‑quality support across in‑person and virtual channels within CX

•Monitor service queues, response times, escalations, and service‑level performance. Coordinate complex tickets

•Report in regular feedback sessions to key stakeholders

Escalation Management

•SPOC for Countries on Request Fulfillment and act as escalation point for Customers & Consumers for CX

Consumer Experience, Communication, Point of Contact (SPOC) and Engagement

•Build strong consumer relationships and increase visibility of Customer Care services through communications, training and brand awareness initiatives.

•Work with Voice of the Consumer (VoC) counterparts for each function – use insights to drive overall experience improvement.

•Partner with UX to improve User Experience across CX Consumer Support, CX Workplace Services, CX Architecture, Consumer Insights

• market tailored support services to business/countries/sites.
• capture feedback, needs, new requirements and actively look for service improvements from various sources and stakeholders e.g. VoC, so role is also analytical/data driven.
• Proactive service improvement & data-driven insights. use service data, trends

•Collaborate closely with internal delivery teams to ensure aligned consumer experience and seamless service delivery

Your Background

• Bachelor’s degree in Information Systems or a related field preferred
• Minimum of 5 years’ experience in enterprise end‑user or customer support roles
• Strong sense of ownership, accountability, and customer focus
• Ability to work independently while contributing positively to a collaborative team environment
• Experience thriving in a fast‑paced, service‑driven organization
• Strong analytical, problem‑solving, and communication skills
• Proficient in Microsoft Office tools
• Fluent in English

Our mission in ABB IS (Information Systems) is to harness the power of information technology to deliver valuable, reliable, and competitive IS services for ABB. If you have a strong technical skills, analytical mind, and the drive to help us stay ahead of the competition, you are the one we are looking for.

Wij waarderen mensen met verschillende achtergronden. Zou dit jouw verhaal kunnen zijn? Solliciteer vandaag nog of bezoek www.abb.com om meer over ons te lezen en meer te weten te komen over de impact van onze oplossingen over de hele wereld.

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