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Customer Support Specialist
2 months ago
At ABB, we are committed to tackling global challenges. Our fundamental values: care, courage, curiosity, and collaboration - along with a strong emphasis on diversity, inclusion, and equal opportunities - drive our mission to empower individuals to develop sustainable solutions. Begin your journey with ABB.
This position reports to
Contact Center Manager
Your role and responsibilities
As a Contact Center Specialist, you will be an integral part of the Functional Services, HR Operations team. Your primary focus will be on managing service processes related to the Employee Life Cycle, while also providing exceptional customer service to our employees. You will collaborate closely with internal HR teams, addressing inbound and outbound inquiries, managing escalated issues, and responding to questions regarding benefits, payroll, and general HR matters efficiently. This role requires a hybrid work schedule from the office.
Your key responsibilities include:
- Delivering outstanding customer service via phone during business hours, ensuring prompt and professional responses to inquiries, particularly concerning Benefits and Payroll.
- Providing essential information and guidance on policies, procedures, payroll, compensation, benefits, performance management, and employment verification through various communication channels.
- Collaborating with Talent Acquisition, Compensation, Benefits, Payroll, Mobility, and Employee Life Cycle teams.
- Maintaining an organized workflow by effectively monitoring and following up on assigned tasks, ensuring resolution and closure of issues.
- Preference will be given to candidates who are bilingual, particularly in Spanish, to assist with inquiries.
Qualifications for the role
- A relevant associate degree coupled with two years of customer service or case management experience, or an equivalent combination of education and experience.
- A minimum of 1-3 years of experience in Payroll and Benefits.
- A minimum of 1-3 years of experience in HR.
- Fluency in English; bilingual candidates are preferred.
- Experience with HCM systems is required, with SAP and/or Workday, Service-Now knowledge being advantageous.
- Candidates must possess valid work authorization to be employed by ABB.
In ABB HR, our mission is to ensure ABB stands out in terms of our people - from leadership, performance, and talent management to rewards and career development. Our aim is to be an employer of choice and provide excellent experiences throughout the employee lifecycle. We value diversity and encourage individuals from various backgrounds to apply.
