Contact Center Analyst (Temporary contract)

Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe!

Ball is thrilled to receive Newsweek's 2023 Top 100 Global Most Loved Workplace award! As a sustainable product leader, we have over 16,000 global team members. From endlessly recyclable aluminum cans, and cups, to aerosol bottles, our goal is to contribute to a better community, society, and world.

Position overview:

As a Contact Center Analyst, you will play a key role in supporting Ball’s internal stakeholders and external customers during NCA and EMEA after‑hours windows. You will be the first point of contact for operational escalations, order‑related inquiries, logistics issues, and service requests.

This role requires strong problem‑solving skills, effective communication, and the ability to work independently in a fast‑paced environment while maintaining a professional and empathetic approach at all times.

The position is based on a fixed working schedule from 07:00 to 15:00, with two days off per week (one during the weekend, one during the week).

Key responsibilities include:

• Responding promptly to internal and external customer inquiries and providing accurate information through various communication channels
• Investigating and resolving service or order‑related problems by identifying root causes, determining appropriate solutions, coordinating with cross‑functional teams, and ensuring full follow‑up
• Processing orders, requests, forms, and maintaining accurate documentation of customer interactions, transactions, and comments
• Collaborating with logistics, supply chain, finance, and other teams to resolve operational escalations efficiently
• Ensuring high standards of customer satisfaction and delivering professional customer support
• Providing feedback on process efficiency and contributing to continuous service improvement
• Handling sensitive and confidential information in accordance with company policies and procedures

What we’re looking for?

• Bachelor’s degree required
• Minimum 3 years of experience in customer service, customer support, service operations, or a similar role
• Strong communication skills with the ability to remain calm and professional under pressure
• Proven ability to work with cross‑functional teams in a matrixed environment
• Ability to multitask, prioritize effectively, and deliver high‑quality work in a fast‑paced environment
• Strong attention to detail and accuracy in handling data and customer documentation
• Comfortable working with computer systems and MS Office tools, experience with ERP/CRM platforms is an advantage
• High ethical standards, ability to handle confidential information, and strong professional conduct
• Fluency in English is required, additional languages are an advantage

#LI-Hybrid

Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation. When you join Ball you belong to a team of over 16,000 members worldwide. Our products range from infinitely recyclable aluminium cans, cups to aerosol bottles solutions that enable our customers to contribute to a better world.

Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.

Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.
 

No agencies please.