Back Office Agent

About the role

The Back Office Agent will support the service delivery process for Bosch Service Solutions in Timișoara, handling ticket management, customer communication and internal coordination across the EMEA region.

Key responsibilities

• Provide feedback on CRM performance and suggest improvements.
• Dispatch emails, reassign tickets, and notify technicians of urgent issues.
• Create workload reports and track customer feedback.
• Handle authorization, repair/replacement, and third‑party service requests.
• Act as single point of contact for service requests, VIP customers and project coordination.
• Escalate tickets to management when response times are breached.

Required profile

• University or high school diploma.
• Fluent in English (additional language optional).
• Organised, responsible and proactive with strong communication skills.
• Ability to multitask, work in a team and adapt to changing priorities.

Required skills

• Proficiency in Microsoft Office.
• Experience with ticketing systems.

What we offer

• Flexible benefits account (2700 RON/year) and meal tickets (40 RON per day).
• Performance‑related pay, loyalty bonuses and holiday bonuses.
• Language course discounts, referral bonuses and relocation support.
• Smart Work model with home‑office, flex‑time and up to 30 days per year remote work abroad.
• Medical subscription, sports discounts, psychological counseling and extensive training programs.