Customer Support Agent – German Market located in Valencia – Relocation package.
For our office in Valencia
Purpose of the Position
Provide phone support in German for customers using connected vehicle services, ensuring clear, empathetic, and effective care. The employee identifies customer needs, performs initial troubleshooting (First-Level Support) for malfunctions, accurately logs every case, and ensures escalation and follow-up through to resolution where necessary.
Main Responsibilities
- Call Handling: Handling incoming calls and, where specified by the process, placing outgoing calls to customers in the German market.
- Care & Support: Supporting customers with the activation and use of connected services, including account management, access credentials, vehicle-to-app pairing, digital features, and available services.
- Troubleshooting: Performing initial problem diagnosis following processes, scripts, and the knowledge base by guiding the customer step by step.
- Data Collection: Gathering all data required for diagnosis, including vehicle and device details, problem descriptions, error messages, and checks already performed.
- CRM Management: Creating, updating, and closing cases in the CRM platform, as well as maintaining complete and precise documentation of every customer contact, action, and outcome.
- Case Escalation: Forwarding technical or complex cases to the back-office or appropriate teams, monitoring progress, and keeping the customer updated until resolution.
- Complaint Management: Handling complaints and critical situations through active listening, composure, and solution-oriented actions to safeguard customer satisfaction and brand image.
- Compliance with Standards: Adhering to quality standards, Service Level Agreements (SLAs), operational procedures, and confidentiality/data protection regulations.
- Continuous Improvement: Collaborating closely with the Team Leader, Quality, and Training teams; reporting recurring issues; and contributing to the continuous improvement of the service.
- Coordination: Collaborating with the dealership network and internal stakeholders.
Requirements (Must-have)
- German: Native or C2 level, with excellent oral communication skills and high written accuracy.
- English: B2 level proficiency.
- Education: High school diploma, completed vocational training, or equivalent qualification, preferably in a technical or technological field.
- Technical Competence: Ability to assist customers in resolving technical issues related to apps, connectivity, and digital services.
- Interpersonal Skills: Strong customer orientation, active listening, and the ability to explain technical content simply and clearly.
- Digital Literacy: High digital affinity and the ability to navigate CRM systems, ticketing tools, and web applications simultaneously.
- Work Methodology: Ability to follow procedures, set priorities, and work meticulously even under pressure.
- Availability: Willingness to work shifts within service hours and to work on-site at the Valencia hub.
Desirable Qualifications (Nice-to-have)
- At least one year of experience in phone customer service, contact centers, helpdesks, or first-level support; experience in the automotive sector (dealership or back-office) is a plus.
- Working knowledge of Spanish is a plus; knowledge of another European language is an additional advantage.
- Familiarity with common contact center KPIs such as Quality, First Contact Resolution (FCR), Customer Satisfaction (CSAT), Average Handling Time, and SLA compliance.
Core Competencies
- Empathy and customer focus.
- Problem-solving skills and a structured diagnostic approach.
- Clear, professional, and reassuring telephone communication.
- Diligence and precision in data entry.
- Self-control, resilience, and de-escalation skills when handling complaints.
- Teamwork, adaptability, and a willingness for continuous learning.
Onboarding & Development
An initial training program covers connected services, tools, processes, and customer relationship management. This is followed by coaching measures and continuous updates in collaboration with Team Leaders as well as the Quality and Training teams.
What We Offer
- Contract: Permanent contract.
- Salary: Competitive annual salary.
- Working Hours: Flexible shift models from Monday to Saturday between 8:00 AM and 11:00 PM.
- Benefits: Participation in company events, relocation package.
- Work Environment: The opportunity to work in a dynamic, multicultural, and international environment.
The selection process is open to all qualified applicants in compliance with the principles of equal opportunity and non-discrimination.
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