Customer Support Representative with Bulgarian

Company Description

Bosch Service Solutions, a global provider of business process outsourcing services, develops integrated and innovative service solutions. The site in Timisoara, that became part of Bosch Group in 2007, operates in two fields: Business Services and Shared Services. 

 Business Services: Forward-looking solution concepts for complex services: As specialists for service design with cross-industry experience, we take care of business processes for our customers.  

Shared Services: Intelligent service solutions from a single source: As an internal service provider, we support Bosch departments such as Finance & Accounting, Purchasing and IT tech support by pooling transactional and administrative tasks.  

• Provide information and assistance to customers from various backgrounds via inbound/ outbound calls/ emails/chat/ social media (for e.g. Facebook, Twitter, LinkedIn, WeChat, etc.);
• Answer, escalate and follow up all requests in order to ensure proper response and quality of service;
• Register all details related to customer interactions in the data base and update the knowledgebase;
• Be the image of the company and follow the company's Internal Regulations, policies as well as the service's work instructions and processes;
• Fulfill additional assignments (for e.g. support for other colleagues/ countries / locations/ new services/ satisfaction surveys);
• Meet the service key performance indicators;
• Get involved in the continuous development and improvement of processes and service

• C1 or native language level (verbal & written) for Bulgarian;
• B1 / B2 or higher English language level (verbal & written);
• Basic Knowledge in MS-Office (Excel, Word, Outlook);
• High sense of responsibility, patience, urgency and customer support;
• Flexible and driven to solve customer's requests;
• Ability to work under pressure and good team engagement;
• Confident and willing to learn;
• Very good communication skills (empathy; active listener, etc.);
• Proactive and responsible in finalizing all assigned tasks;
• Willingness to work in shifts;
• Previous customer support experience is a plus;
• Experience with social media like e.g. Facebook, Twitter is a plus;