We are looking for a Telephone Customer Service Advisor - Connected Services - English Market to work in our Valencia offices.

Job Purpose

Deliver telephone assistance in English to customers using connected vehicle services, ensuring a clear, empathetic, and efficient customer experience. The representative will identify customer needs, perform initial incident diagnostics (first-level support), accurately record each ticket, and handle necessary escalations through to resolution.

Main Responsibilities
- Call Handling: Manage inbound calls and, when required by procedures, make outbound calls to customers in the UK market.
- Assistance & Support: Assist customers with the activation and use of connected services, including account management, access rights, pairing between the vehicle and the app, digital features, and available services.
- Incident Resolution: Perform initial problem diagnostics (first-level support) adhering to procedures, scripts, and the knowledge base, guiding the customer step-by-step.
- Data Collection: Gather all information required for diagnostics,



including vehicle and device data, issue descriptions, error messages, and troubleshooting steps already performed.
- CRM Management: Create, update, and close tickets within the CRM platform, thoroughly and accurately documenting every interaction, action taken, and outcome.
- Ticket Escalation: Escalate technical or complex cases to back-office or specialist teams, tracking their progress and keeping the customer informed until resolution.
- Complaint Handling: Manage complaints and critical situations with active listening, calmness, and a solution-oriented approach to safeguard customer satisfaction and brand image.
- Compliance & Standards: Adhere to quality standards, Service Level Agreements (SLAs), operational procedures, and data protection and confidentiality requirements.
- Continuous Improvement: Collaborate with Team Leaders, Quality, and Training teams by escalating recurring i

📌 Telephone Customer Service Advisor (Valencia)
🏢 Assist Digital España
📍 Valencia