JOB PROFILE SUMMARY
The Travel operation Helpdesk Specialist serves as the primary point of contact for Robotics employees globally regarding travel-related inquiries, bookings, and issue resolution. This role ensures seamless travel experiences for Robotics employees by providing expert guidance on travel policies, managing travel arrangements, resolving travel-related issues, and maintaining compliance with company travel policies and procedures.
ROLES & RESPONSIBILITIES
CORE RESPONSIBILITIES
● Responsible for the delivery of assigned T&E services in compliance with all standard operating procedures/policies or other procedures that are in place and as per the defined Service Level Agreements (SLAs)
● Handles complex tasks/escalated issues related to T&E services and provides inputs with a focus on efficiency.
● Assists T&E Managers with consultation and communication of information on T&E policies and standards for assigned processes to internal customers as required.
● Delivers travel-related functional support to vendors and ABB globally.
● Demonstrates customer service mindset and proactive approach, serving customers with a ‘can do’ attitude.
● Recommends enhancements and simplifications of existing T&E processes and procedures based on feedback from and experience with customers.
● Handles complex tasks and escalated issues related to travel (booking changes, cancellations, missed connections, disruptions), coordinating with Travel Agency/TMC and suppliers to resolve cases efficiently.
● Provides functional support for online booking tools and traveler profiles (access issues, profile updates, approval flows), and escalates system defects or integration issues to the relevant support teams.
● Ensures a high level of data quality and accuracy in the systems.
● Provides information to relevant stakeholders by assembling and summarizing data, preparing reports, and making presentations of findings, analyses, and recommendations, where required.
● Maintains T&E process documentation and procedures to enhance customer services and provide better user assistance.
● Maintains and utilizes a comprehensive knowledge base, written procedures, and other T&E corporate card guidelines/manuals.
LICENSE TO OPERATE / CORE VALUES
● Demonstrates ABB’s core values and organization safety and integrity standards and acts accordingly.
● Implements and ensures compliance with the ABB code of conduct, global and local standards, tools, policies, and processes in their assigned area.
● Ensures adherence to all relevant internal and statutory regulations and policies.
● Ensures integrity and compliance with ABB values and ethics in all activities.
● Demonstrates an understanding of Health, Safety, and Environment (HSE) terms, concept application, reporting, and risks.
● Courage & Care: Take ownership of travel issues and show empathy toward travelers' needs
● Collaboration & Accountability: Work effectively with global teams and take responsibility for service delivery
● Curiosity & Inclusion: Continuously seek to improve processes and embrace diverse perspectives
● Passion & Integrity: Deliver exceptional service while maintaining ethical standards and policy compliance
● Speed & Quality: Provide timely responses without compromising service quality
COLLABORATION / LEADERSHIP
● Supports and coaches others in the team with defined tasks.
● Ensures adherence to the collaboration objectives of the team to maximize results for ABB.
● Leads their development journey by seeking knowledge and learning opportunities within the team.
● Manages relationships with stakeholders in their own area of responsibility and ensures alignment.
ADDITIONAL INFORMATION
Challenges for Position: Balancing high ticket volumes with complex escalations while maintaining SLA, quality, and customer satisfaction.
Education and Experience: Bachelor’s degree preferred; 3–6+ years in corporate travel support, travel operations, or T&E services with experience handling escalations.
Must-have Skills:
Excellent customer service orientation with strong interpersonal skills
Problem-solving mindset with ability to handle complex situations
Strong attention to detail and accuracy
Ability to work under pressure and manage multiple priorities
Nice-to-have Skills: Cultural awareness and sensitivity when dealing with global workforce
Additional Information:
Understanding of travel industry technology and trends-GDS, Online booking tools
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.