Telephone Customer Service Advisor
- Connected Services
- English Market / Valencia, Spain To work at our Valencia offices We are looking for a Telephone Customer Service Advisor
- Connected Services
- English Market to work in our Valencia offices. 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. 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. 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. Escalate technical or complex cases to back-office or specialist teams, tracking their progress and keeping the customer informed until resolution. oriented approach to safeguard customer satisfaction and brand image. Adhere to quality standards, Service Level Agreements (SLAs), operational procedures, and data protection and confidentiality requirements. Collaborate with Team Leaders, Quality,



and Training teams by escalating recurring issues and contributing to ongoing service improvement. Liaise with the dealership network and internal stakeholders. Native or C1-level proficiency in English, with excellent oral communication skills and strong written precision. Spanish is a plus. On?site position working from our Valencia office (Spain). High School Diploma, Vocational Training (FP), or equivalent qualification, preferably in a technical/technological field. Ability to assist customers in resolving technical issues related to mobile applications, connectivity, and digital features. Digital Literacy: Strong proficiency with digital tools and the ability to multitask across CRM platforms, ticketing systems, and web applications. Willingness to work shift schedules according to service needs. Minimum of 1 year of experience in telephone customer service, contact centers, helpdesk, or first-level technical support, or previous experience within the automotive sector (dealerships or back-office). Familiarity with standard contact center KPIs (Quality, First Contact Resolution, CSAT, Average Handling Time, and SLA compliance). Precision and attention to detail in data collection and record?keeping. Self?control, resilience, and de?Training & Development An initial training program will be provided covering connected services, internal tools, procedures, and customer relationship management. This will be followed by ongoing coaching and regular updates in collaboration with Team Leaders and the Quality and Training teams. Contract Type: Permanent contract (CDI). Rotational shift schedule from Monday to Saturday, between 08:00 and 18:00. Our selection process is open to all qualified candidates, adhering strictly to equal opportunity and non?Monday to Saturday, 08:00 to 18:00 #

📌 Customer Support Specialist-Spanish (Valencia)
🏢 Assist Digital España
📍 Valencia