Customer Service Representative
hace 18 horas
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.
We utilize the latest technology and the Internet of Things to develop integrated and innovative service solutions in various areas.
Our team of 9,000 associates at 27 locations supports national and international customers in over 35 languages, primarily from the automotive, travel, transportation, logistics sectors, and information communication technology.
Job Summary:
The Customer Service Representative position is responsible for answering incoming calls and providing excellent customer service to BMW Roadside Assistance customers, following program guidelines and call center standards.
Key Responsibilities:
- Possess knowledge of Dealer Speed for VIN checking and experience in CDC to view vehicle/customer information.
- Have a high level of existing program knowledge to provide accurate and correct advice for floor support including troubleshooting and problem-solving.
- Act as the first point of contact for escalations between customers and specialists in an attempt to resolve before involving a Team Lead.
- Understand how service level is calculated on the BMW RSA project, how scheduling or adherence can affect overall SL.
- Assume TL duties in the event that a TL is not on duty, including providing feedback or conducting team meetings.
- Demonstrate professionalism in interactions with colleagues, Team Leads, and other partners.
- Directly influence KPI for Help By Phone Target to reach the goal of 20% of calls resolved over the phone.
Qualifications:
- Minimum of High School Diploma.
- English B2+ or C1 level.
- 0-2 years of experience working in a call center environment.
- Excellent communication skills, both verbal and written.
- Knowledge of customer service principles.
- Strong interpersonal and organizational skills, with attention to detail.
- Ability to work in a fast-paced environment with daily work processing deadlines.
- Capacity to work effectively without supervision.
- Strong leadership, empathy, communication, and team orientation skills.
This role requires attending the office and availability to work on weekends.
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