IS Consumer Care Specialist

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 highquality, customerfirst 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 handson enduser 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 highquality support across inperson and virtual channels within CX Monitor service queues, response times, escalations, and servicelevel 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 UserExperienceacrossCX 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 Bachelors degree in Information Systems or a related field preferred Minimum of 5 years experience in enterprise enduser 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 fastpaced, servicedriven organization Strong analytical, problemsolving, 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.