Junior Operations Agent – Bulgarian Speaker

This is a fully remote position, open to applicants in Romania.

📋 Description

• Engage with our network of car partners via phone and email, offering guidance on claim submissions and transport status updates.

• Communicate with partner carriers through phone and email to provide updates on the transport status of vehicles acquired by car partners.

• Oversee incoming and outgoing calls and email interactions to evaluate associates' demeanor, accuracy, customer service quality, and adherence to company policies.

• Ensure that business goals and company protocols are upheld during communications and case resolutions for car partners.

• Keep car partners continuously updated on the status of complaints and transport.

• Review complaints received and verify that any damages were not included in the data sheet.

• Confirm that evidence collected from complaints aligns with company standards.

• Ensure customer satisfaction by accommodating requests appropriately.

• Provide innovative solutions to problems after analyzing relevant data.

• Ensure all procedures comply with legal standards and regulations.

• Maintain a comprehensive database of quality reports, reviews, statistics, and other relevant documentation.

• Offer constructive feedback to contact center team leaders and management.

• Prepare and analyze both internal and external quality reports for management's consideration.

⛳️ Requirements

• Minimum of one year of experience as a quality assurance manager in call centers or BPO environments.

• Bachelor's degree.

• Native or advanced proficiency in Bulgarian.

• Fluent in English, both spoken and written.

• Excellent verbal, written, and interpersonal communication abilities.

• Exceptional listening and analytical skills.

• Strong customer service skills with a commitment to delivering outstanding care.

• Knowledge of the automotive industry is a plus.

• Proficient in Microsoft Office (intermediate Word, basic Excel).

• Strong time management capabilities.

• A proactive problem solver with assertiveness and self-motivation.

🏝️ Benefits

• Opportunities for growth and challenges that promote learning.