Customer Service Subject Matter Expert

**Company Description**
**Job Description** Position Summary**

**General Job Responsibilities**
- Provide excellent customer service over the phone to vehicle owners according to customer package.
- Staying up to date on any changes, updates, or new features related to the products or services.
- Provide assistance to customers and agents on processes and knowledge related to the product.
- Assisting in the training and onboarding of new agents
- Conducting ongoing training sessions to keep agents informed about changes in products, processes, or policies.
- Providing support and guidance to agents during their initial learning phases.
- Monitoring and evaluating calls for quality assurance purposes.
- Providing feedback to agents to help them improve their performance.
- Identifying trends or recurring issues and collaborate with management to address them.
- Handling escalated customer issues that require specialized knowledge.
- Provide guidance to agents on how to handle challenging or complex customer situations.
- Identify opportunities for process improvement.
- Collaborate with management to implement changes that enhance efficiency and customer satisfaction.
- Support Work Force Management with Queue management.
- Exhibit high level of professionalism in interactions with colleagues, Team Leads, Operations Managers, etc.
- Act as back up of the Team Lead.
- Perform other functions related to the position.

**Qualifications**
- High school diploma is a must.
- 2+ years of experience in customer service or related field.
- Digital Proficiency & strong bi-lingual Spanish / English proficiency (English Level C1+ is required)
- Strong organizational skills and attention to detail
- Required
- direct Customer Support or call center experience.
- Excellent oral and written communication skills
- Ability to work collaboratively in a team environment.
- Results and customer service oriented.
- Able to work in a fast-paced environment.
- Assertive communication
- Leadership
- Multitask.
- Strong organizational skills and attention to detail.
- Work as a role model

**Additional Information**
4) Bosch Service Solutions Costa Rica: Overview | LinkedIn