What are the responsibilities and job description for the Subject Matter Expert, MyHonda+ & Digital Team position at Bosch Group?
Company Description
We are a Bosch company but we do not produce tangible objects such as DIY tools or car parts.
Service is our product
We provide services and complex technology driven solutions in the area Business Process Outsourcing, and this makes us unique in the Bosch world. Put simply : We take over some operations from other companies and run these for them, allowing them to focus on their core business.We do so using future oriented technologies such as RPA, cognitive robotics or artificial intelligence. We work with leading companies from the automotive, travel, tourism, building and telecommunications sectors across the world as well as other Bosch units.We complement any product with
a solid service
delivered 24 / 7 across all channels or design new service models, optimally fitted to the needs of end-customers. We ensure that each interaction with end-users is as smooth and efficient as possible, so that products or brands leave a lasting positive impression.The list of our services is truly endless. To name just a few : We save lives with our back-to-back management of eCall in cars, monitor international cargo, get people out of broken-down elevators, manage social media interactions, run the IT hotline for Bosch or simply are the voice of customer service or technical support.As part of the Bosch group, we operate in one of its four main business areas - the Building and Energy Technologies unit. There is a historical reason for it. We used to be part of Bosch Security Systems (producer of security hardware and security solutions). For them we managed for e.g. on-going product maintenance or the emergency and monitoring call center.We were responsible for contacts with clients and third parties (e.g. technicians). We specialized in the service around the security product, which laid the ground for becoming a Bosch unit in its own right, specializing in service and
Customer Experience
As part of this true Global organization, Bosch Service Solutions in Barcelona is now leading more than 500 solutions experts, speaking more than 24 languages.
Job Description
As a SME some of your functions will be (not limited to) :
Handling Complex Issues :
Senior agents deal with more complex or escalated customer issues that frontline agents may not have the expertise to resolve. This could involve troubleshooting, investigating, and finding solutions to intricate problems, with a focus on Digital and App Services.
Mentoring and Training :
Senior agents will be involved in training and mentoring new or junior customer service representatives. They share their knowledge, provide guidance on best practices, and help develop the skills of newer team members.
Supervising and Assisting Team Members :
Senior agents may be responsible for overseeing the work of other agents, ensuring that customer service standards are maintained. They may assist team members in resolving challenging issues and act as a point of escalation for complex cases..
Process Improvement :
Senior agents may actively participate in identifying areas for improvement in customer service processes and workflows. They may collaborate with management to implement changes that enhance efficiency and customer satisfaction.
Acting as a Liaison :
Senior agents will serve as a bridge between frontline customer service representatives and management. They communicate important updates, policy changes, or new procedures to the team and provide feedback from the team to the management.The functions listed above are not exhaustive and may include additional responsibilities as assigned, whenever reasonable and related to the core functions of the role. SMEs may be required to adapt to evolving business needs and contribute to various tasks that support the overall objectives of our HME customer service team.
Qualifications
Internal Candidate :
Must be a current employee of BOSCH for Honda. This role is not open for external applications.
Experience :
A minimum of 6 months of previous experience in a customer service role within BOSCH for Honda, demonstrating familiarity with customer service processes and systems.
Problem-Solving Skills :
Proven ability to handle complex customer issues effectively, utilizing strong analytical and troubleshooting skills.
Leadership Qualities :
Demonstrated ability to supervise and assist team members, providing guidance and support in challenging situations.
Process Improvement Mindset :
A proactive approach to identifying areas for improvement in customer service processes and workflows, with a willingness to collaborate with management on implementing changes.
Technical Proficiency :
Familiarity with digital and app services relevant to Honda's offerings, with a willingness to stay updated on new technologies and tools.
Team Player :
Strong interpersonal skills and the ability to work effectively within a team, contributing to a positive and productive work environment.
Promoting Values and History :
Ability to effectively promote BOSCH's unique set of values, rich history (rooted in 1886), and mission and vision : "INVENTED FOR LIFE."
Diversity and Inclusion Advocacy :
Commitment to amplifying BOSCH's diversity culture by valuing and celebrating differences. Candidates should actively engage associates from various nationalities, languages, cultures, age groups, sexual orientations, gender identities, disabilities, and other diverse backgrounds.
Additional Information
At Bosch we believe that diversity is our strength. We look at diversity in gender, generation, nationalities, and culture as our advantage. We believe mixed teams to be more successful because they utilize the potential offered by different perspectives and solution strategies. We therefore promote mixed teams at all levels and draw on the entire talent pool.Impress us with your competence, personality, and commitment, and you'll be able to set out on a new career path. It is your expertise, commitment, and experience which makes our services "Invented for life" and sparks enthusiasm in our customers.Discover new directions and apply now
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