Contact Center Support Specialist

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we’ve announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing.  By joining us now, you’ll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.

This Position reports to:

Technical Support Manager

 

Your role and responsibilities

In this role, you will serve as the first point of contact for ABB customers, helping ensure ABB is an easy and trusted organization to do business with. You will manage internal and external customer support requests—including technical assistance, order and payment‑related inquiries, forwarding supplier offers, routing customers to the appropriate contact, and coordinating with internal teams to ensure complete case ownership.

You will apply your expertise to enhance customer experience, improve first‑contact resolution and contact‑to‑cash efficiency, and support ABB in identifying and developing new business opportunities.

The work model for the role is: #LI‑Hybrid/Remote

You will be mainly accountable for:

• Recommending effective solutions to customer requests and coordinating with relevant teams to ensure end‑to‑end handling (e.g., production capability, scheduling, resourcing, quotations, price lists, and invoicing).

• Initiating customer feedback loops at regular intervals to understand satisfaction levels and identify opportunities for continuous improvement.

• Maintaining contact lists, routing tables, and information across internal and external platforms.

• Supporting outbound business activities, including marketing campaigns and customer interaction services across time zones (follow‑the‑sun model) or through face‑to‑face engagements.

Qualifications for the role

• 1 to 3 years of experience in customer support, service coordination, operations, or a related business support function.

• Full‑time degree in a relevant discipline.

• Demonstrated experience in Performance Management, Customer Experience Success, and Business Excellence.

• Solid capability in Data Entry and Reporting, with a commitment to accuracy, timeliness, and high-quality documentation.

• Proficient communication skills in English; Mandarin proficiency for effective communication with local customers.

More about us

ABB Robotics & Discrete Automation provides robotics, machine automation, and factory automation solutions, including products, software, services, and integrated systems. Revenues are generated through direct sales to end users as well as indirect channels such as system integrators and machine builders.
Learn more at www.abb.com/robotics

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.