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 con

📌 Customer Support Agent – German Market located in Valencia – Relocation package.
🏢 Aretè & Cocchi Technology
📍 Valencia