About the Position

Back Office Agent

We are looking for a dedicated Back Office Agent to join Bosch Service Solutions in Timișoara. This role is integral to our mission of providing best-in-class services, including software-based solutions, consulting, management, AI, automation, and customer experience.

Responsibilities

Provides constant feedback on CRM performance and improvement ideas to Team Leaders/OPMx/Customers.
Dispatches emails based on existing tickets.
Reassigns tickets for follow-up in case of absences.
Creates and distributes workload reports for each technician.
Dispatches and notifies technicians of urgent topics.
Tracks and registers customer feedbacks.
Handles out-of-scope topics.
Addresses authorization and repair/replacement requests from customers for the EMEA region.
Processes service requests for third-party products (e.g., SMC, HP, NetApp).
Gathers and aligns project information with the corresponding team.
Ensures consistency and accuracy of daily operational workload.
Acts as a single point of contact for coordination, registration, and communication of service requests for customers and EMEA CSOs.
Escalates internal tickets to CSO management with the team lead when follow-up times are breached.
Reads, understands, and applies procedures from the area of responsibility and other interdepartmental procedures.
Fulfills any other tasks related to the area of responsibility as requested by the direct superior.

Requirements

Education: University Diploma or High school Diploma.
Language: English and/or another language.
Skills:
- Knowledge in MS Office.
- Experience with ticketing systems.
- Organized and responsible.
- Good communication skills.
- Customer-oriented.
- Proactive.
- Team spirit.
- Flexibility.
- Multitasking ability.

We Offer

Financial Benefits:

Flexible benefits system: 2700 RON/year through your benefits account.
Meal tickets: Value of 40 RON.
Company performance-related pay.
Christmas and Easter bonuses: 300 RON each.
Loyalty bonus: 750 RON at 5 years, 1500 RON at 10 years, and 1500 RON for every additional 5 years.
Language courses: Up to 1200 RON/year discount.
Referral bonuses.
Relocation package: 2500 RON for recruits from more than 50 km away.
Life events celebration: 5000 RON bonus for newborns.
Support for unforeseen situations: Free days and financial support.

Work-Life Balance:

Smart Work: Standardized home office with occasional office visits.
Flex-time possibility: Flexible working hours.
Growing number of vacation days: 1 additional day for every 2 years.
Internal communities: Active membership in various communities.
Work from abroad: Up to 30 days per year.

Health and Sport:

Medical subscription: Extended package through Regina Maria network.
Sports benefits: 7Card discount for Smartfit Studio.
Psychological counseling: Free sessions at Clinicile Oana Nicolau.

Development:

Bookster: Library access for book borrowing.
Training and certifications: Life-long learning approach.
Professional development: Opportunities for career growth.
Team-buildings: Yearly activities for department bonding.
International assignments: Opportunities to work in other Bosch locations.
Diversity and multicultural mindset: Representation of more than 10 nations.

About the Company

About Bosch Service Solutions in Timișoara

Bosch Service Solutions is a leading service provider of enterprise and IT solutions. We design and provide best-in-class services, including software-based solutions, consulting and management, AI, automation, and customer experience. Our colleagues contribute to this mission through their commitment, in an environment where diversity is valued and where everyone can bring their own contribution.

Our promise to our colleagues is rock-solid: we grow together, we enjoy our work, and inspire each other. Join us and see the difference.

Work LikeABosch

Job Location

Timișoara, Romania

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Back Office Agent

Job description