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.

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KEY RESPONSIBILITIES

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- 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 Satisfacti

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