Call Center Agent

hace 1 semana


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

**Our Story**

Bosch Group 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 innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.

We have a large team of associates at various locations who support customers across different regions and languages. Our focus is on delivering exceptional customer experiences in the automotive, travel and transportation, and logistics sectors as well as information and communication technology.

**Job Title: Incoming Call Specialist**

This role involves answering incoming calls and providing top-notch customer service to BMW Roadside Assistance customers. The successful candidate will follow program guidelines and call center standards to ensure prompt resolution of customer issues.

**Responsibilities**

  • Familiarity with Dealer Speed and experience in CDC to access vehicle/customer information
  • Deep understanding of program knowledge to offer accurate and helpful advice for floor support including troubleshooting and problem solving
  • Serve as the first point of contact for escalations between customer and specialist in an effort to resolve before involving a Team Lead
  • Comprehension of how service level is calculated on BMW RSA project, how scheduling or adherence impacts overall SL
  • Take on TL duties when a TL is unavailable, including providing feedback or conducting team meetings

**Qualifications**

  • High School Diploma or equivalent
  • 1-3 years of experience working in a call center environment
  • Superior communication skills, both verbal and written
  • Knowledge of customer service principles
  • Strong interpersonal skills
  • Exceptional organizational skills and attention to detail
  • Ability to thrive in a fast-paced environment with daily work processing deadlines
  • Self-motivation and ability to work independently

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