Main objective of the job:
- Assures customer satisfaction by offering support via phone, e-mail, chat and web, information, assistance and registers into the database the customer鈥檚 requested changes while resolving in a complete and proper way the complaints, in accordance with the procedures and work instructions.
Main attributions and responsibilities:
- Offers support (1st and 2nd level) for Bosch users and/ or Bosch business partners by providing assistance or information, in accordance with the procedures and work instructions;
- Identifies, analyzes, solves and documents the errors reported by the users;
- Assures correctness and durability for the offered solutions;
- Participates in the improvement of the quantitative parameters of the customer service: dropout rate, the percentage of taken and solved calls, etc.;
- Promotes the image of the company through attitude, knowledge, client orientation and availability towards client鈥檚 needs;
- Records the essential points of the call in the ticketing system according to STM Work Instructions;
- Offers support to colleagues in need and proves team spirit;
- Is trained and assumes the changes that have occurred in the procedures and services of the company;
- Asks for help from colleagues with more field experience (2nd level or product owners) in order to solve difficult calls;
- Is aware and complies with the provisions of the International Procedure System of Integrated Management manual (quality, environment, health and occupational security) regarding his/ her own activity;
- Reads, understands and applies the procedures from area of responsibility and other interdepartmental procedures, applicable within the company;
- Fulfils any other tasks related to area of responsibility, as requested by direct superior;