CALL CENTER SPECIALIST - BMW CONNECTED DRIVE

Job Description

Company Description

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, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology.

More information at www.boschservicesolutions.com

Job Description

The Call Center Specialist position is responsible for answering incoming calls and providing excellent customer service to BMW Connected Drive customers, following program guidelines and call center standards.

· Knowledge of Dealer Speed, for checking VIN, experience in CDC to view vehicle/customer information.

· Excellent verbal and written communication skills for professional interactions over the phone and via email with BMW dealerships, customers, and the BMW Connected Drive client.

· High level of existing program knowledge to provide accurate and correct advice for floor support including troubleshooting and problem solving.

· Act as first level point of contact for escalations between customer and specialist in attempt to resolve before involving a TL.

· Assume TL duties in the event that a TL is not on duty including providing feedback or conducting team meetings.

· Exhibit high level of professionalism in interactions with colleagues, TLs, OPMx, etc.

· Directly influence KPI for Help By Phone Target to reach goal of 20% of calls resolved over the phone.

Qualifications

• Minimum of High School Diploma
• 0-2 years of experience working in a call center environment
• Excellent communication skills, both verbal and written
• Proficient in Microsoft Office and web based applications
• Knowledge of customer service
• Strong interpersonal skills
• Strong organizational skills and attention to detail
• Ability to work in a fast-paced environment with daily work processing deadlines
• Ability to work effectively without supervision
• Strong in leadership, empathy, communication, and team orientation