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Salary
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Around 8,000 associates at 27 locations support national and international customers in more than 35 languages
More information at www.boschservicesolutions.com.
Job Description
Job Description
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.
Fundamental Components
- 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.
- Responsible for providing reports for program assigned.
- 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.
- Responsible for answering calls to support assigned Program.
- Performs other related duties as required.
Qualifications
LANGUAGE
Fluency in English written and verbal
EDUCATION
Minimum HS Diploma, prefer Associates Degree or partial or complete Bachelor Degree
FUNCTIONAL EXPERIENCES
Customer Service/Call Center monitoring & analysis - Inbound calls - call center / 3-5 years
Customer Service/Call Quality Audit - Inbound call monitoring / 3-5 Years
TECHNOLOGY EXPERIENCES
Desktop Tools/Microsoft Excel / 4-6 Years/End User
Desktop Tools/Microsoft Outlook / 1-3 Years/End User
Desktop Tools/Microsoft PowerPoint /1 -3 Years/End User
Additional Information
All your information will be kept confidential according to EEO guidelines.
BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives
- FIRST Robotics (For Inspiration and Recognition of Science and Technology)
- AWIM (A World In Motion)
