Senior Agent/ Connected Drive/ Afternoon Shift

hace 4 semanas


Madrid, Madrid, España Bosch Group A tiempo completo

Job Title: Senior Agent/ Connected Drive/ Afternoon Shift

Job Summary: We are seeking a highly skilled Senior Agent to join our team at Bosch Service Solutions in Barcelona. As a Senior Agent, you will play a critical role in ensuring exceptional customer service and experience for our clients. You will be responsible for 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.
  • Agent Support: Mentor and provide guidance to junior agents, assisting them in handling difficult calls and improving their performance.
  • Knowledge Sharing: Stay up-to-date with company policies, products, and procedures to provide accurate information to customers and agents.
  • Quality Assurance: Monitor and evaluate calls to ensure compliance with company guidelines and customer service standards.
  • Documentation: Maintain detailed and accurate records of customer interactions, escalations, and issue resolutions.
  • Team Collaboration: Collaborate with team leaders and managers to provide input on agent performance and operational improvements.

Requirements: To be successful in this role, you will need to possess excellent communication and interpersonal skills, as well as the ability to work in a fast-paced environment. You will also need to be proficient in using technology and have a strong understanding of customer service principles.

About Us: Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. We use the latest technology and the Internet of Things to develop integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.



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