IS Consumer Care Specialist

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This Position reports to: 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. Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. We welcome people from all backgrounds and experiences. Ready to make an impact? Apply today or visit www.abb.com to learn more about the impact of our solutions across the globe. Recruitment Fraud Warning ABB never asks for payment from job applicants. All genuine job offers follow a formal application and interview process. View current job openings and apply at: https://careers.abb/global/en/home For more information, read our full fraud warning notice at: https://global.abb/group/en/careers/how-to-apply/fraud-warning