Back Office Agent

• Provides constant feedback on CRM performance and provides any improvement idea to Team Leaders/ OPMx /Customers;
• Dispatches emails based on existing tickets;
• Reassigns tickets for follow-up in case of absences;
• Creates and distributes workload report for each technician;
• Dispatches and notifies technicians urgent topics;
• Tracks and registers customer feedbacks;
• Picks up and handles out of scope topics;
• Responsible with addressing authorization requests and repair/replacement requests from customers for all EMEA region;
• Responsible for processing of service requests for third party products (e.g. SMC HP Netapp);
• Responsible for project information gathering and alignment with the corresponding team;
• Responsible to ensure consistency and accuracy of daily operational workload;
• Single point of contact for coordination / registration /communication of (service) requests for customers and EMEA CSOs for onsite/remote support or related to handling VIP customers or projects;
• Responsible for internal ticket escalation to CSO management together with team lead when breaching follow-up time of pending tickets;
• Reads understands and applies the procedures from area of responsibility and other interdepartmental procedures applicable within the company;
• Fulfils any other tasks related to area of responsibility as requested by direct superior.

Qualifications :

• University Diploma
• High school Diploma
• Language: English and/ or another language.
• Knowledge in MS Office;
• Working with ticketing system;
• Organized person;
• Responsible person;
• Good communication skills;
• Customer oriented;
• Proactive;
• Team spirit;
• Flexibility;
• Multitasking person.

Additional Information :

LikeABosch Benefits:

Financial benefits:

• Flexible benefits system In addition to your salary we provide 2700 RON/year through your benefits account allowing reimbursements based on your preferences;
• Meal tickets - A balanced diet includes at least one hot meal per day therefore we offer you meal tickets with a value of 40 Ron;
• The company performance related pay - Your contribution to Bosch is valuable. Celebrate a successful year with the company performance related pay;
• Celebrate together - We Like to give presents to our Loved ones therefore we offer you 300 Ron for Christmas and Easter. Your minor children will enjoy this benefit too as they will also receive 300 Ron;
• Loyalty bonus: We value your commitment and at 5 years you will receive 750 RON at 10 years 1500 RON and for every additional 5 years brings another 1500 RON. Its our way of saying thank you for being part of our journey.
• Language courses - A new language is key to a new world so we invite you to learn languages in your free time and get a discount of up to 1200 RON/year (e.g.: two modules of 600 RON each). Please note that the discount is based on the certification that you have passed the specific module.
• Referral bonuses - We build our teams on trust so we encourage you to refer new candidates to us through our program: Recommend Bosch. For certain positions we will honor you with an attractive bonus;
• Relocation package - If youre being recruited from more than 50 km away we provide a standard relocation package of 2500 RON (conditions apply). This is a one-time fee paid together with your first salary.
• Life events celebration - Your family is growing while working at Bosch We congratulate your newborn with a 5000 RON bonus;
• Unforeseen situations - In case of unfortunate events we support you by offering you free days and financial support (handled on a case-by-case basis);
• Discounts to our partners - We have a strong network in our community so we can offer you discounts to various businesses such as ISHO Vodafone and others.

Work-Life Balance:

• Smart Work Our working contracts are standardized to include the home office. Occasionally you might be asked to come to the office (trainings workshops team events). Talk to your leader for more information.
• Flex-time possibility - We care about your schedule therefore we try to offer you flexible working hours according to personal and business needs. Please discuss this with your leader.
• Growing number of vacation days - Work-life balance is essential for us therefore we offer you 1 more day of vacation for every 2 years you spend in Bosch. We start with 25 days.
• Internal communities - You are welcome to become an active member of our internal communities: Trainers Community Wellbeing Community Quality Ambassadors Project Management Ambassadors IT Community and many others;
• Work from abroad: Do you want to work a few days from abroad Our Smart Work concept allows you to work from outside Romania for up to 30 days per year. Conditions apply. Please contact HR for support.

Health and sport:

• Medical subscription - We know how important health is so you get a medical subscription through the Regina Maria network paid by the companyextended package of medical tests free or reduced ultrasounds and consultations.
• Sports benefits - Being active helps you in your personal and professional Life so we encourage you to stay in shape by using the 7Card discount for Smartfit Studio; See also: flexible benefits;
• Psychological counseling -Through the medical subscription you can benefit from several free psychological counseling sessions at Clinicile Oana Nicolau and at a discounted price afterward.

Development:

• Bookster- the road to self-improvement is paved by books. Borrow the books that interest you and your family through the Library that comes to your office (and your home).
• Training and certifications -We believe in a Life-Long Learning approach so we invite you to take part in technical and soft skills training delivered by our internal training team and through other methods.
• Professional Development - Great opportunities to develop yourself within the company. Choose between different career paths: expert project manager or associates manager. Whether an upward or lateral move well be by your side.
• Team-buildings - We organize yearly team-building activities for your department so you get to know each other and build trust among your peers;
• International Assignments - You can work on international projects with and in other Bosch Locations as we have offices in more than 60 countries worldwide;
• Diversity and multicultural mindset - More than 10 different nations are represented and several Languages are spoken by our colleagues. Diversity Day is a special day dedicated to sharing our diverse cultural experiences.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1