Company Description
Do you want beneficial technologies being shaped by your ideas? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology - with us, you will have the chance to improve quality of life all across the globe. Welcome to Bosch.
Job Description
- Daily operation of the digital customer care hub across voice, email, chat, self-service platform.
- Ensure high quality, customer focused support with strong service performance and responsiveness.
- Identify and implement process improvements to increase efficiency and enhance the customer experience.
- Support the implementation of AI tools, automation workflows and digital customer service capabilities.
- Perform testing and deployment of new C4C features, including embedded AI, smart recommendations, chatbot upgrades.
- Provide training to internal customer service teams on AI-powered tools in C4C, such as intelligent reply suggestions, automated case logging, and knowledge base recommendations.
- Drive the adoption of customer self-service channels to reduce manual workload.
- Ensure compliance with internal processes, quality standards and governance requirements.
Qualifications
- Bachelor degree or above in logistic management, 3+ years of experience in using and configuring SAP C4C or similar customer interaction platforms.
- Experience in digital transformation, process optimization, or AI-supported operations is highly desirable.
- Data-driven mindset with the ability to interpret operational KPIs and identify improvement opportunities.
- Quality and service-oriented working style.
- Excellent written and verbal communication skills in English.
- Strong team player, pro-active, flexible, self-motivated, results driven, willing to take additional responsibilities, ability to influence, able to work under pressure.