Leading Customer Experience (CX) management company, offering end-to-end services combining human intelligence and artificial intelligence to drive our clients' business performance, is looking for professionals to provide telephone support to customers using connected vehicle services, ensuring a clear, empathetic and effective experience. The advisor identifies the customer's needs, performs first-line troubleshooting, accurately records the case and, where necessary, ensures escalation and follow-up through to resolution. first-line troubleshooting, accurately records the case and, where necessary, ensures escalation and follow-up through to resolution.

KEY RESPONSIBILITIES
• Handle inbound calls and, where required by the process, make outbound calls to customers
• Support customers with the activation and use of connected services, including accounts, login, vehicle-to-app pairing, digital features and available services.
• Carry out first-line troubleshooting by following procedures, scripts and the knowledge base, guiding the customer step by step.




• Gather all information required for diagnosis, including vehicle and device details, a description of the issue, error messages and checks already completed.
• Create, update and close cases in the CRM, documenting every customer contact, action and outcome fully and accurately.

REQUIREMENTS

Skills and Competences: At least one year of experience in telephone customer care, a contact centre, a help desk or first-line technical support; experience in the automotive sector, at a dealership or in a back-office role would also be advantageous.
Operational knowledge of Spanish would be an advantage; knowledge of another European language would be an additional asset.
Familiarity with contact centre KPIs such as quality, First Contact Resolution (FCR), Customer Satisfaction (CSAT), handling times and SLA compliance.
Previous experience in the automotive industry is a plus
Experience: 1 year
Education and Qualificati

📌 FRENCH AND POLISH TELEPHONE CUSTOMER CARE ADVISOR (España)
🏢 Generalitat Valenciana
📍 España