Back Office Agent

About the role

We are looking for a Back Office Agent to support the Service Solutions team in Timișoara. The role ensures smooth handling of service tickets, CRM performance feedback and coordination of technical resources across the EMEA region.

Key responsibilities

• Provide constant feedback on CRM performance and suggest improvements.
• Dispatch emails based on existing tickets and reassign tickets during absences.
• Create and distribute workload reports for technicians.
• Notify technicians of urgent topics and track customer feedback.
• Handle out‑of‑scope topics and process authorization, repair and replacement requests for EMEA customers.
• Process service requests for third‑party products (e.g., SMC, HP, NetApp).
• Gather project information and align with relevant teams.
• Ensure consistency and accuracy of daily operational workload.
• Act as single point of contact for registration and communication of service requests for onsite/remote support and VIP customers.
• Escalate internal tickets to CSO management when follow‑up times are breached.
• Apply relevant procedures and perform any additional tasks assigned by the supervisor.

Required profile

• University diploma or high school diploma.
• Proficiency in English (additional language is a plus).
• Strong organizational and responsible attitude.
• Good communication skills and customer‑oriented mindset.
• Ability to work proactively, multitask and adapt to changing priorities.
• Team spirit and flexibility.

Required skills

• MS Office
• Ticketing system
• CRM tools

What we offer

• Flexible benefits system with 2,700 RON per year for personal reimbursements.
• Meal tickets valued at 40 RON per day.
• Company performance‑related pay.
• Opportunity to work in a diverse, innovative environment at Bosch Service Solutions.