Senior Contact Center Agent (Roadside Assistance)

Responsibilities

• Provide roadside assistance in a safe, professional, and timely manner
• Acknowledge and resolve customer complaints and process inquiries via phone
• Identify customer needs and assist with specific product features
• Analyze and report product malfunctions
• Update internal databases with technical issues and customer discussion details
• Inform customers about new features and functionalities
• Follow up with customers to ensure technical issues are fully resolved
• Assist in training new employees as requested by management

Requirements

• High school diploma or equivalent (mandatory)
• Native-level German or minimum C1 proficiency (mandatory)
• Fluent in English (mandatory)
• Availability to work in a shift-based schedule (mandatory)
• Experience using help desk software and remote support tools
• Solid understanding of CRM systems
• Excellent communication and problem-solving skills

Preferred Qualifications

• Minimum 4 years of experience as a Customer Care Specialist or in a similar CSR role
• Familiarity with the automotive industry

Benefits

• Competitive salary and benefits
• Opportunity for rapid career growth within the company
• Personalized training according to your career path
• Collaborative and multicultural work environment
• Proactive management support

About the Company

Volkswagen Group Services is a Volkswagen Group company providing specialized services to Group companies worldwide. We operate in areas including production, logistics, IT, engineering, human resources, and business services, taking full responsibility for our clients' activities to ensure excellence and efficiency.