Senior Customer Service Representative

hace 4 semanas

Barcelona, Barcelona, España Bosch Group A tiempo completo

Job Summary

As a Senior Agent, you will play a vital role in ensuring exceptional customer experiences at Bosch Group. Your primary responsibility will be to handle complex customer inquiries, resolve escalated issues, and provide guidance and support to junior agents.

Key Responsibilities

  • Customer Interaction: Handle escalated customer inquiries, complaints, and issues with professionalism and empathy. Provide 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. Conduct side-by-side coaching sessions and offer 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. Share 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. Assist in identifying training needs and recommending improvements to processes and procedures.
  • Documentation: Maintain detailed and accurate records of customer interactions, escalations, and issue resolutions. Generate reports and analyze 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. Participate in team meetings, training sessions, and other collaborative activities.
  • Brand Ambassador: Embody and promote Bosch Group's culture, mission, vision, and values in all interactions with customers and team members. Uphold the highest standards of professionalism and integrity, consistently representing the brand positively.

Qualifications

  • 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 Bosch Group

Bosch Group is a leading global supplier of technology and services. Our innovative products and solutions are designed to make life easier, safer, and more enjoyable. We are committed to delivering exceptional customer experiences and fostering a culture of excellence, integrity, and teamwork.

What We Offer

At Bosch Group, we offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

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