Senior Agent, Connected Drive, Afternoon Shift Expert
hace 3 semanas
Job Summary
We are seeking a highly skilled Senior Agent to join our Connected Drive team in an afternoon shift role. As a Senior Agent, you will serve as a valuable intermediary between our frontline call center agents and team leaders, handling complex customer inquiries, resolving escalated issues, and providing guidance and support to junior agents.
Key Responsibilities
- Customer Interaction: Handle escalated customer inquiries, complaints, and issues with professionalism and empathy, providing exceptional customer service by resolving complex problems and addressing customer concerns.
- Agent Support: Mentor and provide guidance to junior agents, assisting them in handling difficult calls and improving their performance, conducting side-by-side coaching sessions and offering constructive feedback to help agents develop their skills.
- Knowledge Sharing: Stay up-to-date with company policies, products, and procedures to provide accurate information to customers and agents, sharing insights and best practices with the team to enhance overall performance and customer satisfaction.
- Quality Assurance: Monitor and evaluate calls to ensure compliance with company guidelines and customer service standards, assisting in identifying training needs and recommending improvements to processes and procedures.
- Documentation: Maintain detailed and accurate records of customer interactions, escalations, and issue resolutions, generating reports and analyzing data to identify trends and areas for improvement.
- Team Collaboration: Collaborate with team leaders and managers to provide input on agent performance and operational improvements, participating in team meetings, training sessions, and other collaborative activities.
- Brand Ambassador: Embody and promote our company's culture, mission, vision, and values in all interactions with customers and team members, upholding the highest standards of professionalism and integrity, consistently representing our brand positively.
Requirements
- Proven experience as a call center agent with at least 6 months in a similar role.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and the capacity to handle difficult customer interactions.
- Proficient in using BSO software.
- Leadership skills and the ability to mentor and support junior agents.
- Strong attention to detail and organizational skills.
- Ability to work in a fast-paced and dynamic environment.
- Flexibility to work afternoon shifts and weekends as needed.
About Us
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services, using the latest technology and the Internet of Things to develop integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.
We are a true global organization with 36 locations and around 10,000 associates, supporting national and international customers in around 40 languages, primarily from the automotive, logistics, and pharmaceutical sectors as well as information and communication technology.
Join us in Barcelona, where we are leading more than 500 solutions experts, speaking more than 24 languages, and discover new directions and apply now.
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