Customer Service Representative
hace 1 mes
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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