Customer Support Specialist | Italian Speaker

Company Description

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference.

With over 300 specialized associates and around 15 nationalities, Bosch activities in Lisbon are focusing on sales, marketing, communication, training, nearshoring services and shared support for human resources services to Europe. The diversity, commitment and know-how of the team are the key success factors of this organization.

Bosch Service Solutions develops and delivers Customer Experience, Mobility and Monitoring solutions for companies and their customers.

Our teams find fast and efficient solutions for thousands of people on a daily basis - from claim management to life-saving emergency calls, among other services. Define the standards and become a pioneer together with around 9000 associates worldwide.

Job Description

Are you passionate about cutting-edge automotive technology and delivering exceptional customer experiences? Do you thrive in a dynamic environment where you can both troubleshoot technical issues and provide insightful advice? We are looking for a dedicated and customer-focused Customer Support Specialist to join our team, specializing in innovative vehicle connectivity and charging solutions.

As a Customer Support Specialist, you will be the first point of contact for our valued customers, providing comprehensive support across various platforms. You'll play a crucial role in ensuring a seamless and satisfying experience for users of our advanced automotive applications and charging services.

Key Responsibilities:

Multichannel Customer Engagement: On behalf of our client, you will expertly handle customer inquiries and support requests via both written communication (email) and telephone in Italian. A strong command of English is also essential for internal communication and documentation.

Automotive App Support (Backoffice Focus):

• Address a wide range of customer requests related to vehicle apps, including troubleshooting issues, guiding users through features, and providing step-by-step solutions for optimal app usage.
• Assist with queries concerning in-vehicle network connectivity challenges.
• Support customers with inquiries regarding products purchased through the client's store (e.g., in-app purchases, subscriptions), including sending invoices, addressing billing discrepancies, and resolving service activation issues.
• Help customers understand and utilize app functionalities, offering advice on software and app updates.
• Verify correct installation and functionality of vehicle services and features.
• Act as the primary liaison between the customer and internal technical teams, escalating complex technical issues to appropriate departments and ensuring timely resolution.
• Communicate effectively with specialist centers to gather information and provide accurate solutions.

Electric Vehicle Charging Support (Front & Backoffice Focus):

• Provide comprehensive support for electric vehicle charging services via both telephone and email.
• Assist customers with inquiries related to charging processes.
• Troubleshoot common charging issues and provide clear guidance to customers.
• Advise customers on available charging products and services within the portfolio.

Problem Solving & Guidance:

• Present possible solutions to customers as the first point of contact for app and network challenges.
• When issues fall outside our direct scope, inform customers of the best avenues for further assistance.
• Maintain accurate records of customer interactions and resolutions using ticketing tools.

Product Expertise: Advise our customers on the existing product portfolio, helping them understand features, benefits, and how to best utilize available services.

Qualifications

Skills & Experience:

• Personality: You are inherently customer-oriented, responsible, and possess excellent communication skills (both written and verbal). You enjoy helping others and can articulate complex information clearly and concisely.
• Working Method: You demonstrate a professional, independent, and reliable work ethic. You are highly service- and solution-oriented, always striving to find the best outcome for the customer.
• Experience and Know-how:
  • A genuine enthusiasm for customer service within the automotive sector is highly valued.
  • Quick perception and the ability to securely handle common information technologies are essential.
  • Previous experience in a customer support role, particularly with technical products or services, is a strong advantage.
  • Familiarity with automotive technology, mobile applications, or electric vehicle charging concepts is a plus.

Language Proficiency:

• Fluent in Italian (C1/C2).
• Good working knowledge of English (B2/C1)

Additional Information

What we offer you:

Hybrid Model (3 days per month in the office) / Challenges in an international environment / career opportunities in one of the best companies in the world / flexible hours / medical services / discounts for employees / sports and health related activities / canteen / good access to public transports / space for creativity.

Success stories don't just happen. They are made...

Make it happen! We are looking forward to your application!