Subject Matter Expert MyHonda Digital Team
Subject Matter Expert MyHonda Digital Team
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Job Description
As a SME some of your functions will be (not limited to):
- Handling Complex Issues: Senior agents deal with more complex or escalated customer issues that frontline agents may not have the expertise to resolve. This could involve troubleshooting investigating and finding solutions to intricate problems with a focus on Digital and App Services.
- Mentoring and Training: Senior agents will be involved in training and mentoring new or junior customer service representatives. They share their knowledge provide guidance on best practices and help develop the skills of newer team members.
- Supervising and Assisting Team Members: Senior agents may be responsible for overseeing the work of other agents ensuring that customer service standards are maintained. They may assist team members in resolving challenging issues and act as a point of escalation for complex cases..
- Process Improvement: Senior agents may actively participate in identifying areas for improvement in customer service processes and workflows. They may collaborate with management to implement changes that enhance efficiency and customer satisfaction.
- Acting as a Liaison: Senior agents will serve as a bridge between frontline customer service representatives and management. They communicate important updates policy changes or new procedures to the team and provide feedback from the team to the management.
The functions listed above are not exhaustive and may include additional responsibilities as assigned whenever reasonable and related to the core functions of the role. SMEs may be required to adapt to evolving business needs and contribute to various tasks that support the overall objectives of our HME customer service team.
Qualifications :
Internal Candidate: Must be a current employee of BOSCH for Honda. This role is not open for external applications.
Experience: A minimum of 6 months of previous experience in a customer service role within BOSCH for Honda demonstrating familiarity with customer service processes and systems.
ProblemSolving Skills: Proven ability to handle complex customer issues effectively utilizing strong analytical and troubleshooting skills.
Leadership Qualities: Demonstrated ability to supervise and assist team members providing guidance and support in challenging situations.
Process Improvement Mindset: A proactive approach to identifying areas for improvement in customer service processes and workflows with a willingness to collaborate with management on implementing changes.
Technical Proficiency: Familiarity with digital and app services relevant to Hondas offerings with a willingness to stay updated on new technologies and tools.
Team Player: Strong interpersonal skills and the ability to work effectively within a team contributing to a positive and productive work environment.
Promoting Values and History: Ability to effectively promote BOSCHs unique set of values rich history (rooted in 1886) and mission and vision: INVENTED FOR LIFE.
Diversity and Inclusion Advocacy: Commitment to amplifying BOSCHs diversity culture by valuing and celebrating differences. Candidates should actively engage associates from various nationalities languages cultures age groups sexual orientations gender identities disabilities and other diverse backgrounds.
Additional Information :
At Bosch we believe that diversity is our strength. We look at diversity in gender generation nationalities and culture as our advantage. We believe mixed teams to be more successful because they utilize the potential offered by different perspectives and solution strategies. We therefore promote mixed teams at all levels and draw on the entire talent pool.
Impress us with your competence personality and commitment and youll be able to set out on a new career path. It is your expertise commitment and experience which makes our services Invented for life and sparks enthusiasm in our customers.
Discover new directions and apply now
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
