Level 2 Associate - Mobility Aftermarket

Job Description

• 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.