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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 solid 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 eac

📌 IS Consumer Care Specialist (Bengaluru)
🏢 ABB
📍 Bengaluru