Junior Operations Agent

Job Description

Being part of our Operations team, you will work with focus on these topics:
- Talk by phone and e-mail with the network of car partners, advise them for submission a
claim and regarding the transport status;
- Talk by phone and e-mail with partner carriers regarding the transport status of the cars
purchased by the car partners;
- Will monitor inbound and outbound calls and emails responses to assess associates
demeanor, accuracy, customer service performance, and conformity to company policies
and procedures;
- Ensures that it meets the business objectives and procedures of the company in
communication and solving the cases of car partners;
- Ensure that car partners are kept constantly informed of the status of their complaints and
transport;
- Checks the complaints received and ensures that the damages were not specified in the
data sheet;
- It is ensured that the evidence received as a result of the complaints is in accordance with
the company's objectives;
- Ensure customer satisfaction by taking their requests into consideration;
- Provide innovative solutions for problem-solving upon reviewing data;
- Ensure that all procedures are up to legal standards and regulations;
- Maintain a database of all quality reports, reviews, statistics and other documents for
future use and reference;
- Provides feedback to the contact center team leaders and managers;
- Prepares and analyzes internal and external quality reports for management staff review.

Qualifications

- At least one year of work experience as a quality assurance manager in call centers /
BPO;
- Bachelor’s degree;
- Native or Advance Bulgarian speaker;
- Fluent in English (spoken and written);
- Excellent verbal, written and interpersonal communication skills;
- Exceptional listening and analytical skills;
- Outstanding customer service skills and dedication to providing exceptional customer
care;
- Automotive knowledge will be a plus;
- Proficient with Microsoft Office (intermediate Word, basic Excel);
- Solid time management skills;
- Problem solver, self-driven and very good assertiveness.

Additional Information

Apply by uploading your CV with a note of your salary expectations. When you do not meet all the requirements? Take a chance and apply! We offer room for growth and challenges to learn from. Send us a short motivation letter and convince us why exactly you are the chosen one to hire.