Digital Customer Service Center Specialist - Mobility Aftermarket Division

Job Description

Customer Support Operations

• Handle customer inquiries and service requests across digital support channels such as email, chat, self-service platforms, and back-office processes.
• Ensure timely, accurate, and customer-focused case handling in line with defined service standards and quality expectations.
• Support issue resolution, escalation handling, and follow-up activities in close cooperation with internal stakeholders.
• Contribute to a professional, collaborative, and customer-centric team environment.

Performance & Process Support

• Use established KPIs, dashboards, and customer feedback to monitor service quality and identify improvement potential in daily operations.
• Document recurring issues, process gaps, and customer pain points, and support the implementation of corrective actions.
• Contribute reliable operational input for reporting, analysis, and continuous service improvement.

Digital Enablement & Continuous Improvement

• Support the adoption and effective use of AI-supported customer care solutions, automation workflows, and digital service tools in daily operations.
• Participate in process improvement initiatives to increase efficiency, standardization, and customer satisfaction.
• Collaborate with business, operations excellence, IT, process, and AI expert teams to test, refine, and implement improved ways of working.
• Maintain accurate documentation, work instructions, and knowledge content to support consistent service delivery.
• Ensure compliance with internal processes, quality standards, and governance requirements.

Qualifications

Qualifications & Experience

• Bachelor’s degree in Business Administration, Customer Service Management, Operations, Information Systems, Computer Science, or a related field.
• First professional experience in customer service, customer operations, digital support, process support, automation support, or a comparable environment.
• Experience working with digital tools, case handling, service processes, structured operational workflows, or basic system-supported process execution is an advantage.
• Experience in international or regional customer support environments is a plus.

Collaboration & Working Style

• Strong communication and collaboration skills with the ability to work effectively in cross-functional teams.
• Reliable, structured, and service-oriented working style with strong attention to detail.
• Proactive attitude and willingness to learn, adapt, and contribute to change initiatives in a digital and AI-supported environment.

Analytical & Operational Skills

• Strong problem-solving and analytical skills with the ability to identify patterns, issues, and improvement opportunities.
• Data-aware mindset and confidence working with service KPIs, reports, dashboards, or structured operational data.
• Continuous improvement mindset with a focus on quality, efficiency, standardization, and support for digital optimization initiatives.

Customer Focus

• Strong customer-centric mindset and commitment to delivering a high-quality service experience.
• Ability to manage customer requests professionally, accurately, and with empathy.

Technical & Digital Skills

• Develop & Integrate low-code automation solutions and applications with existing enterprise systems, APIs, and data sources, ensuring seamless data flow and functionality using Copilot Studio, N8N, Power Automated
• Monitor the performance and stability of deployed automations and applications, troubleshooting issues and performing necessary maintenance and updates.
• Proven Hands-on experience with Robotic Process Automation (RPA) tools (e.g., Automation Anywhere A360, UiPath, N8N) and low-code/no-code automation platforms (Copilot Studio, N8N, Power Automate).
• Understanding of API integrations and web services.
• Basic knowledge of database concepts and SQL. 
• Experience in prompting and integrating with AI services or LLM APIs is a strong plus. 

Language

• Excellent written and verbal communication skills in English.
• Proficiency in German would be a significant asset.

Additional Information

• Committed 13th month bonus
• Collaboratively yearly performance bonus
• Meal & Parking allowances
• Premium insurance for employee
• Flexible benefits
• Domestic and international training opportunity
• Career development program with buddy and mentoring program
• Good benefits of company activities, team building and year end party
• Opportunity to work in global projects of fast developing company and being a part of innovation team contributing initiative ideas to the digital transformation era

Disclaimer: 

• Bosch does not charge any fees from candidates for interview participation under any circumstances
• Bosch does not request candidates to download applications or click on any links that require fees or lack credibility
• Bosch does not collect personal information without permission
• Candidates are advised to verify the authenticity of recruitment information by visiting Bosch's official career website (https://careers.smartrecruiters.com/BoschGroup/vietnam) or contacting Bosch directly through official communication channels
• If you encounter any suspicious activity or have doubts about the legitimacy of recruitment communications, please report them immediately to Bosch Vietnam