Telephone Customer Service Advisor - Connected Services - English Market

We are looking for a Telephone Customer Service Advisor
- Connected Services
- English Market to work in our Valencia offices.

Job Purpose

Deliver telephone assistance in English to customers using connected vehicle services, ensuring a clear, empathetic, and efficient customer experience. The representative will identify customer needs, perform initial incident diagnostics (first-level support), accurately record each ticket, and handle necessary escalations through to resolution.

Main Responsibilities

Call Handling: Manage inbound calls and, when required by procedures, make outbound calls to customers in the UK market.

Assistance & Support: Assist customers with the activation and use of connected services, including account management, access rights, pairing between the vehicle and the app, digital features, and available services.

Incident Resolution: Perform initial problem diagnostics (first-level support) adhering to procedures, scripts, and the knowledge base, guiding the customer step-by-step.

Data Collection: Gather all information required for diagnostics, including vehicle and device data, issue descriptions, error messages, and troubleshooting steps already performed.

CRM Management: Create, update, and close tickets within the CRM platform, thoroughly and accurately documenting every interaction, action taken, and outcome.

Ticket Escalation: Escalate technical or complex cases to back-office or specialist teams, tracking their progress and keeping the customer informed until resolution.

Complaint Handling: Manage complaints and critical situations with active listening, calmness, and a solution‑oriented approach to safeguard customer satisfaction and brand image.

Compliance & Standards: Adhere to quality standards, Service Level Agreements (SLAs), operational procedures, and data protection and confidentiality requirements.

Continuous Improvement: Collaborate with Team Leaders, Quality, and Training teams by escalating recurring issues and contributing to ongoing service improvement.

Coordination: Liaise with the dealership network and internal stakeholders.

Language

Skills:

Native or C1-level proficiency in English, with excellent oral communication skills and strong written precision. Spanish is a plus.

Location & Work Modality: On‑site position working from our Valencia office (Spain).

Education: High School Diploma, Vocational Training (FP), or equivalent qualification, preferably in a technical/technological field.

Technical

Skills:

Ability to assist customers in resolving technical issues related to mobile applications, connectivity, and digital features.

Interpersonal

Skills:

Strong customer focus, active listening, and the ability to explain technical concepts in simple terms.

Digital Literacy: Strong proficiency with digital tools and the ability to multitask across CRM platforms, ticketing systems, and web applications.

Work Ethic: Ability to follow operational procedures, prioritize tasks, and maintain accuracy under pressure.

Availability: Willingness to work shift schedules according to service needs.

Preferred Qualifications

Minimum of 1 year of experience in telephone customer service, contact centers, helpdesk, or first-level technical support, or previous experience within the automotive sector (dealerships or back-office).

Familiarity with standard contact center KPIs (Quality, First Contact Resolution, CSAT, Average Handling Time, and SLA compliance).

Empathy and customer orientation.

Problem‑solving skills and a structured approach to diagnostics.

Clear, professional, and reassuring phone manner.

Precision and attention to detail in data collection and…