FRENCH AND POLISH TELEPHONE CUSTOMER CARE ADVISOR (Valencia)

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.

• 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.