Customer Service Subject Matter Expert

hace 3 semanas


San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

Company Description

Job Description Position Summary**
General Job Responsibilities

  • Provide excellent customer service over the phone to vehicle owners according to customer package.
  • Staying up to date on any changes, updates, or new features related to the products or services.
  • Provide assistance to customers and agents on processes and knowledge related to the product.
  • Assisting in the training and onboarding of new agents
  • Conducting ongoing training sessions to keep agents informed about changes in products, processes, or policies.
  • Providing support and guidance to agents during their initial learning phases.
  • Monitoring and evaluating calls for quality assurance purposes.
  • Providing feedback to agents to help them improve their performance.
  • Identifying trends or recurring issues and collaborate with management to address them.
  • Handling escalated customer issues that require specialized knowledge.
  • Provide guidance to agents on how to handle challenging or complex customer situations.
  • Identify opportunities for process improvement.
  • Collaborate with management to implement changes that enhance efficiency and customer satisfaction.
  • Support Work Force Management with Queue management.
  • Exhibit high level of professionalism in interactions with colleagues, Team Leads, Operations Managers, etc.
  • Act as back up of the Team Lead.
  • Perform other functions related to the position.

Qualifications

  • High school diploma is a must.
  • 2+ years of experience in customer service or related field.
  • Digital Proficiency & strong bilingual Spanish / English proficiency (English Level C1+ is required)
  • Strong organizational skills and attention to detail
  • Required
- direct Customer Support or call center experience.

  • Excellent oral and written communication skills
  • Ability to work collaboratively in a team environment.
  • Results and customer service oriented.
  • Able to work in a fastpaced environment.
  • Assertive communication
  • Leadership
  • Multitask.
  • Strong organizational skills and attention to detail
.

  • Work as a role model

Additional Information
4)

Bosch Service Solutions Costa Rica:
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