.Company DescriptionBosch 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 10,000 associates at 36 locations support national and international customers in around 40 languages, primarily from the automotive, logistics and pharmaceutical sectors as well as information and communication technology. As part of this true Global organization, Bosch Service Solutions in Barcelona is now leading more than 500 solutions experts, speaking more than 24 languages.Job DescriptionAs a Senior Call Center Agent, you will serve as a valuable intermediary between our frontline call center agents and team leaders. You will be responsible for handling complex customer inquiries, resolving escalated issues, and providing guidance and support to junior agents. Your role will be instrumental in ensuring that our team consistently meets and exceeds customer service standards. Additionally, you will act as a brand ambassador, embodying and promoting our company's culture, mission, vision, and values.Key ResponsibilitiesCustomer Interaction:- Handle escalated customer inquiries, complaints, and issues with professionalism and empathy.- Provide exceptional customer service by resolving complex problems and addressing customer concerns.- Serve as a point of contact for customers who require additional assistance.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 our company's culture, mission, vision, and values in all interactions with customers and team members.- Uphold the highest standards of professionalism and integrity, consistently representing our brand positively
