Senior Contact Center Agent (Roadside Assistance - German Speaker)

Volkswagen Group Services Portugal; United States; Remote; USD 22,000 - 24,000; Full time

Benefits offered by this job

Competitive Salary

Training and growth opportunities

Multicultural teams

Job summary

Volkswagen Group Services is seeking a Senior Contact Center Agent (Roadside Assistance - German Speaker) for a fully remote project. You will provide roadside help, handle customer inquiries by phone, and resolve issues with a focus on accuracy and speed.

Required German (native level or C1) and fluent English, plus at least 4 years in customer care. You will use CRM and help desk tools, update records, and contribute to training and process improvements. Automotive background is a plus.

Qualifications

• Native-level German or C1 proficiency is mandatory.
• Fluent English is mandatory.
• Minimum 4 years of experience in Customer Care or CSR.
• Availability to work in a shift-based schedule is required.

Responsibilities

• Provide roadside assistance in a safe, professional and timely manner.
• Acknowledge and resolve customer complaints.
• Process inquiries via phone.
• Identify customer needs and assist with features.
• Analyze and report product malfunctions.
• Assist in training new employees when requested by management.
• Update internal databases with information about technical issues and useful discussions with customers.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.

Skills

German language proficiency

English language proficiency

CRM understanding

Problem-solving

Communication skills

Remote support experience

Education

High school diploma or equivalent

Tools

Help desk software

CRM systems

Job description

Annual gross salary range: Min. 19,712€ - Max. 21,084€ (depending on experience).

Volkswagen Group Services is 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 a Senior Contact Center Agent (Roadside Assistance - German Speaker) for our fully remote project.

What will your responsabilities 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 (preferred)
• 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)
• Fluent in English (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
• Collaborative work environment
• Multicultural teams
• Proactive support

Ref. Level: B