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

Position Summary

In this role you will be responsible for monitoring and evaluating the quality of inbound and/or outbound telephone calls and/or communications (emails) to enhance customer relationships and meet or exceed customer service requirements.

General Job Responsibilities

Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills against established phone quality metrics, including but not limited to, call process measurements, accuracy of information provided, tone of employee, effective call management, and demonstrated professionalism.Documents quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings.Together with Team Leader, provides feedback to customer service employees to offer positive reinforcement and drive continuous improvement.Demonstrates expert knowledge of all products and services and is accessible to resolve concerns or provide information as necessary.Partners with management to assess training needs within the team; serves as a resource, mentor, and coach. Identifies and shares best practices.Together with Team Leader, continuously seeks avenues for developing the customer service employees’ expertise to support company goals and objectives.Demonstrates, advocates, and reinforces a positive team environment, professionalism, and the need to present a positive image of the company when interacting with customers.Perform other functions related to the position.

QualificationsEnglish level B2+/C1Portuguese level B2+/C1Minimum High School Diploma is a must; advanced college studies is a plus.Strong computer skills including MS Office (Excel, Outlook Power Point)Customer Service/Call Center monitoring & analysis - Inbound calls - call center / 3-5 years.
Customer Service/Call Quality Audit - Inbound call monitoring / 3-5 YearsAccountability.Sense of urgency.Prioritizing skills.Assertive communication.Customer service driven.Time management.Forward thinking and anticipation.Ability to work in a fast-paced environment.