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**About Bosch Group**
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Leveraging the latest technology and Internet of Things, our division develops integrated and innovative service solutions in Mobility, Monitoring, and Customer Experience.
We support national and international customers from 35 languages across various sectors, including automotive, travel and transportation, logistics, and information and communication technology.
Position Summary
This position is responsible for answering incoming calls and providing exceptional customer service to BMW Roadside Assistance customers while following program guidelines and call center standards.
Key Responsibilities
- Knowledge of Dealer Speed and experience in CDC for checking VIN and viewing vehicle/customer information.
- High level of existing program knowledge to provide accurate advice and troubleshooting.
- Act as first-level contact for escalations between customers and specialists to resolve issues before involving TLs.
- Understanding of service level calculation on BMW RSA project and how scheduling or adherence affects overall SL.
- Assume TL duties when TLs are not available, including providing feedback and conducting team meetings.
- Exhibit professionalism in interactions with colleagues, TLs, and other stakeholders.
- Influence KPI for Help By Phone Target to achieve goal of 20% of calls resolved over the phone.
Requirements
- Minimum High School Diploma.
- English B2+ or C1 proficiency and Portuguese B2+ or C1.
- 0-2 years of experience working in a call center environment.
- Excellent verbal and written communication skills.
- Knowledge of customer service principles.
- Strong interpersonal, organizational, and attention-to-detail skills.
- Ability to work in a fast-paced environment with daily deadlines and effectively without supervision.
- Strong leadership, empathy, communication, and team orientation skills.
- Availability to work on weekends and office hours.
