Company Description
About Bosch Service Solutions
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 9,500 associates at 28 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and logistics sectors as well as information and communication technology.
Job Description
Overview:
We are seeking a dedicated Customer Service Representative to join our team, focusing on the Automotive Aftermarket sector, specifically for Bosch vehicle repair workshops in the German market. Bosch Automotive Aftermarket is a division of Bosch Global, providing a comprehensive range of spare parts, diagnostic and repair shop equipment, and services to independent workshops and repair shops worldwide for passenger cars and commercial vehicles. Our extensive product offerings include automotive batteries, braking parts, diesel and gasoline components, filtration systems, sensors, spark plugs, and wiper blades. Additionally, Bosch supports independent workshops with modern diagnostic solutions, training, and information services, including a franchise network known as Bosch Auto Service.
In this role, you will provide exceptional customer support to both end-users and workshop professionals, ensuring they have the information and assistance they need to utilize our services effectively.
Key Responsibilities:
- Respond to general customer inquiries from end-users seeking information about nearby workshops, opening hours, and assistance with scheduling and modifying service appointments.
- Assist workshop professionals with questions regarding the appointment system, updating their availability in the Bosch system, reporting closure days, and addressing general service issues.
- Provide support for the new “WOM Connect” (Workshop Management Tool) by:
- Assisting users in operating the tool effectively.
- Troubleshooting issues based on user feedback and creating tickets via JIRA for unresolved problems.
- Escalating complex issues to the second-level support team as necessary.
- Unlocking additional modules as requested by users, following the processes trained by MA.
- Ensure high-quality support for workshops, serving as a reliable point of contact for inquiries.
- Guide customers through the escalation process for second-level inquiries, keeping them informed about the next steps.
- Handle calls related to vehicle renting services, including contracts, coverage, and incidents.
Qualifications
- Fluent in German (spoken and written) is essential.
- Strong communication and interpersonal skills.
- A passion for the automotive industry and helping people.
- Ability to work independently and as part of a team.
- Previous experience in customer service is a plus.
Additional Information
What We Offer:
- A stable contract with opportunities for professional growth.
- Monday to Friday work schedule during office hours.
- Flexible Work from home
If you are enthusiastic about the automotive field and enjoy assisting others, we would love to hear from you!