Customer Service Representative

hace 1 mes


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

Job Overview:


The Call Center Specialist position is a key role within the Bosch Service Solutions team, responsible for providing exceptional customer service to BMW Roadside Assistance customers.


Key Responsibilities:



  • Respond to incoming calls in a timely and professional manner, following program guidelines and call center standards.
  • Utilize knowledge of Dealer Speed and CDC to view vehicle/customer information, providing accurate and correct advice for floor support.
  • Act as a first point of contact for escalations between customers and specialists, aiming to resolve issues before involving a TL.
  • Assume TL duties in the event of a TL's absence, providing feedback and conducting team meetings as needed.
  • Exhibit high levels of professionalism in interactions with colleagues, TLs, and OPMx.
  • Directly influence KPIs for Help By Phone Target, striving to achieve a goal of 20% of calls resolved over the phone.

Requirements:



  • Minimum of High School Diploma.
  • English B2+ or C1 proficiency.
  • 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, organizational, and attention to detail skills.
  • Ability to work in a fast-paced environment with daily work processing deadlines.
  • Ability to work effectively without supervision.
  • Strong leadership, empathy, communication, and team orientation skills.

Additional Information:


This position requires working in the office and is available to work on weekends.



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