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Incoming Call Specialist
hace 2 semanas
**About Bosch Service Solutions**
We are a leading global supplier of Business Process Outsourcing for complex business processes and services. Leveraging the latest technology and the Internet of Things, we develop integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.
We have a team of around 9,000 associates at 27 locations who support national and international customers in more than 35 languages. Our primary focus is on the automotive, travel and transportation, and logistics sectors as well as information and communication technology.
**Job Description: Incoming Call Specialist**
This role involves answering incoming calls and providing excellent customer service to BMW Roadside Assistance customers. The successful candidate will follow program guidelines and call center standards to ensure timely resolution of customer issues.
**Responsibilities and Requirements**
- Familiarity with Dealer Speed and experience in CDC to view vehicle/customer information
- Deep understanding of program knowledge to provide accurate and helpful advice for floor support including troubleshooting and problem solving
- Act as first level point of contact for escalations between customer and specialist in attempt to resolve before involving a TL
- Understanding of how service level is calculated on 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
- Minimum of High School Diploma
- 0-2 years of experience working in a call center environment
- Excellent communication skills, both verbal and written
- Knowledge of customer service
- Strong interpersonal skills
- Strong organizational skills and attention to detail
- Ability to work in a fast-paced environment with daily work processing deadlines
- Ability to work effectively without supervision
