Junior Operations Agent – Bulgarian Speaker

• 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
• Monitor inbound and outbound calls and email responses to assess associates' demeanor, accuracy, customer service performance, and conformity to company policies and procedures
• Ensure business objectives and company procedures are met in communication and case resolution for car partners
• Keep car partners constantly informed of complaint and transport status
• Check complaints received and ensure damages were not specified in the data sheet
• Ensure evidence received from complaints aligns with company objectives
• Ensure customer satisfaction by considering requests
• Provide innovative problem-solving solutions after reviewing data
• Ensure procedures meet legal standards and regulations
• Maintain a database of quality reports, reviews, statistics, and other documents
• Provide feedback to contact center team leaders and managers
• Prepare and analyze internal and external quality reports for management review

• 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

• Room for growth and challenges to learn from