Telephone Customer Care Operator - Connected Services

Description

**Role Objective** Provide Italian-language telephone assistance to customers using vehicle-connected services, ensuring a clear, empathetic, and effective experience. The operator identifies the customer’s need, performs first-level troubleshooting, accurately logs the case, and ensures appropriate escalation until resolution. **Key Responsibilities** * Handle inbound calls and, where process-defined, outbound calls to customers in the Italian market. * Assist customers with activation and use of connected services, including account setup, login, vehicle-app pairing, digital features, and available services. * Perform first-level troubleshooting following procedures, scripts, and knowledge base guidance, walking the customer through each step. * Collect all information required for diagnosis, including vehicle and device data, problem description, error messages, and prior checks performed. * Create, update, and close cases in the CRM, thoroughly and accurately documenting every contact, action, and outcome. * Escalate technical or complex cases to the back office or relevant teams, monitor their progress, and keep the customer informed until closure. * Handle complaints and critical situations with active listening, composure, and solution orientation, safeguarding customer satisfaction and brand image. * Adhere to quality standards, service level agreements (SLAs), operational procedures, and data privacy and protection requirements. * Collaborate with Team Leaders, Quality, and Training teams, reporting recurring issues and contributing to continuous service improvement. * Collaborate with the dealer network and internal stakeholders. **Essential Requirements** * Italian language proficiency at C2 level or equivalent, with excellent oral communication skills and good written accuracy. * English language proficiency at B2 level. * High school diploma or equivalent qualification, preferably in a technical/technological field. * Ability to support customers in resolving technical issues related to apps, connectivity, etc. * Strong customer orientation, active listening, and ability to explain technical content simply and clearly. * Good digital fluency and ability to simultaneously operate CRM systems, ticketing tools, and web applications. * Ability to follow procedures, manage priorities, and maintain accuracy even under pressure. * Availability to work rotating shifts according to service hours and willingness to work at the Valencia hub. **Preferred Requirements** * Minimum 1 year of experience in telephone customer care, contact centers, help desks, or first-level technical support; alternatively, experience in the automotive sector within dealerships or back offices. * Operational knowledge of English, useful for training, procedures, tools, and internal collaboration; Spanish is an additional advantage. * Familiarity with contact center KPIs such as quality, First Contact Resolution (FCR), Customer Satisfaction (CSAT), handling times, and SLA compliance. **Key Competencies** * Empathy and customer orientation. * Problem-solving and structured diagnostic approach. * Clear, professional, and reassuring telephone communication. * Accuracy in information recording. * Self-control, resilience, and complaint management. * Collaboration, adaptability, and openness to continuous learning. **Training and Development** An initial training program is provided covering connected services, tools, procedures, and customer relationship management, followed by ongoing coaching and updates in collaboration with Team Leaders, Quality, and Training. **What We Offer** Permanent employment contract Competitive annual remuneration Flexible shift scheduling from Monday to Saturday, 9:00–19:00 Participation in company events Opportunity to work in a young, multicultural, and international environment **Selection is open to all qualified candidates, in full respect of equal opportunity and non-discrimination principles.**