Level 2 Associate Mobility Aftermarket

• Conducts quality audits for associates and identify process gaps for improvement
• Ensures 100% order entry accuracy by championing the 2nd validator process. This is done by making sure that any details entered in the SAP system is accurate prior to order fulfilment
• Coaches associates on process-related opportunities and follow through on action plans if needed
• Drives insights on any quality gaps identified on audit results or coaching
• Reports urgent knowledge deficiencies to team leader and operations manager on a regular basis or real-time if needed
• Conducts quality calibration sessions with operations and support functions to ensure alignment on quality measures
• Maintains a mindset of continuous improvement in terms of efficiency of support processes customer satisfaction and the application of tools for monitoring management and optimization.
• Develops a strong relationship with the clients and customers to increase customer satisfaction.
• Fosters leadership by example and upholds Bosch values.
• Supports in conflict and change management.
• Responds to calls and tickets based on monthly requirement
• Creates reports based on findings and insights on a monthly basis

Qualifications :

Internal Applicants: At least 6 months of tenure no corrective action within the last 6 months and average rating of 3.0 in the last 6 months

Key Requirements:

• Strong understanding of customer service principles.
• Excellent communication and conflict resolution abilities.
• Strong analytical skills with the ability to interpret data and identify trends for process improvement.
• Proficiency in Microsoft Office CRM SAP and report visualization and other relevant software for performance and data analysis.
• Knowledge or experience with automation/AI is a plus.

Desired Personnel Qualities:

• Strong communication and interpersonal skills to effectively conduct coaching and training to customer service representatives.
• Ability to work collaboratively in a fast-paced organization.
• Proactive and adaptable with the ability to identify opportunities for improvement and implement effective strategies.
• Team player with the ability to collaborate with management trainers and customer service representatives to drive quality and efficiency initiatives.
• Passion for continuous learning and staying updated on industry best practices and trends in customer service.

Additional Information :

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.

Remote Work :

No

Employment Type :

Full-time