Junior Operations Agent – Bulgarian Speaker

About the role

AUTO1 Group is looking for a Junior Operations Agent who speaks Bulgarian, based in Bucharest. You will join the customer service team and coordinate appointments for the company's branches, helping to improve service quality through professional phone support for private customers.

Key responsibilities

• Communicate by phone and e-mail with the network of car partners, advising them on submitting claims and on transport status
• Communicate with partner carriers about the transport status of cars purchased by car partners
• Monitor inbound and outbound calls and e-mail responses to check associates' demeanor, accuracy, customer service performance and compliance with company policies
• Keep car partners informed of the status of their complaints and transport
• Check complaints and make sure damages are correctly recorded and evidence matches company objectives
• Ensure procedures comply with legal standards and regulations, and provide innovative solutions to problems
• Maintain a database of quality reports, reviews, statistics and other documents, and give feedback to contact center team leaders and managers
• Analyze internal and external quality reports for management review

Required profile

• At least one year of work experience as a quality assurance manager in call centers / BPO
• Bachelor's degree
• Native or advanced Bulgarian speaker, fluent in spoken and written English
• Excellent verbal, written and interpersonal communication, listening and analytical skills
• Outstanding customer service skills and dedication
• Solid time management, problem-solving, self-driven and assertive
• Automotive knowledge is a plus

Required skills

• Proficiency with Microsoft Office (intermediate Word, basic Excel)

To apply, upload your CV with salary expectations and a short motivation letter explaining why you are the right candidate.