Senior Contact Center Agent (Roadside Assistance)

ecc Group; Palmela; Hybride; EUR 20 000 - 21 000; Plein temps

Résumé du poste

Volkswagen Group Services is seeking a Senior Contact Center Agent (Roadside Assistance) who will work on a fully remote project. You will provide roadside assistance, handle customer inquiries by phone, resolve complaints, and update internal databases. German language proficiency (native/C1) and 4+ years CSR experience are preferred.

The role requires shift-based availability, familiarity with CRM systems, and experience with help desk software. A background in automotive services is a plus.

Qualifications

• High school diploma or equivalent (mandatory).
• 4+ years of experience as a Customer Care Specialist or CSR (preferred).
• Native-level German or C1 proficiency (mandatory).
• Availability to work in a shift-based schedule (mandatory).
• Familiarity with the automotive industry (advantage).
• Experience using help desk software and remote support too.
• Solid understanding of CRM systems.
• Excellent communication and problem-solving skills.

Responsabilités

• Providing roadside assistance in a safe, professional and timely manner.
• Acknowledging and resolving customer complaints.
• Processing inquiries received via phone.
• Identifying customer needs and helping customers using specific features.
• Analysing and reporting product malfunctions.
• Assisting in training new employees when requested by management.
• Updating our internal databases with information about technical issues and useful discussions with customers.
• Informing customers about new features and functionalities.
• Following up with customers to ensure their technical issues are resolved.

Connaissances

German language proficiency (native/C1

CRM systems

Helpdesk software

Communication & problem solving

Formation

High school diploma or equivalent

Outils

CRM software

Description du poste

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Senior Contact Center Agent (Roadside Assistance)

Annualgrosssalaryrange:Min.19,712€-Max.21,084€(dependingonexperience).

Volkswagen Group Servicesis a Volkswagen Group company oriented towards working for Group companies worldwide. We provide services in the areas of production, logistics, data engineering (IT), engineering, quality, business services, human resources, communication and administrative and financial services.

We are focused on our clients’ activities and take responsibility for carrying them out on their behalf.

We are currently looking to grow our team with aSenior Contact Center Agent (Roadside Assistance - German Speaker)for ourfully remoteproject.

What will your responsibilities be?

• Providing roadside assistance in a safe, professional and timely manner
• Acknowledging and resolving customer complaints
• Processing inquiries received via phone
• Identifying customer needs and helping customers using specific features
• Analysing and reporting product malfunctions
• Assisting in training new employees when requested by management
• Updating our internal databases with information about technical issues and useful discussions with customers
• Informing customers about new features and functionalities
• Following up with customers to ensure their technical issues are resolved

What skills are we looking for?

• High school diploma or equivalent(mandatory)
• Minimum 4 years of experience as a Customer Care Specialist or in a similar Customer Service Representative (CSR) role(preferred)
• Native-level German or minimum C1 proficiency(mandatory)
• Availability to work in a shift-based schedule(mandatory)
• Familiarity with the automotive industry(considered an advantage)
• Experience using help desk software and remote support too
• Solid understanding of CRM systems
• Excellent communication and problem-solving skills

What we can offer:

• Competitive Salary and Benefits
• Opportunity for rapid growth in the company
• Training according with your path career

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