Junior Operations Agent - Bulgarian speaker

AUTO1 Group

About The Position

The Junior Operations Agent is part of the Operations team and supports communication with car partners and partner carriers by phone and email. The role involves advising partners about claim submissions, providing transport-status updates, monitoring calls and email responses for quality and compliance, and ensuring partners are informed about complaints and transport. The agent reviews complaints and supporting evidence, helps maintain customer satisfaction, proposes solutions to problems, and ensures procedures meet applicable legal standards. The position also maintains quality-related records, provides feedback to team leaders and managers, and prepares and analyzes quality reports for management.

Requirements

At least one year of work experience as a quality assurance manager in a call center or BPO.
Bachelor’s degree.
Native or advanced Bulgarian language proficiency.
Fluent spoken and written English.
Excellent verbal, written, and interpersonal communication skills.
Exceptional listening and analytical skills.
Strong customer-service skills and dedication to exceptional customer care.
Proficiency with Microsoft Office, including intermediate Word and basic Excel.
Solid time-management skills.
Problem-solving ability, self-direction, and strong assertiveness.

Nice To Haves

Automotive knowledge.

Responsibilities

Communicate by phone and email with the car-partner network, advising partners on claim submissions and transport status.
Communicate by phone and email with partner carriers regarding the transport status of cars purchased by car partners.
Monitor inbound and outbound calls and email responses to assess associates' demeanor, accuracy, customer-service performance, and compliance with company policies and procedures.
Ensure communications and case resolution meet the company's business objectives and procedures.
Keep car partners informed about the status of their complaints and transport.
Review complaints and ensure that reported damages were not already specified in the data sheet.
Check that evidence received in connection with complaints is in accordance with company objectives.
Consider customer requests to help ensure customer satisfaction.
Develop innovative problem-solving solutions based on data review.
Ensure procedures comply with legal standards and regulations.
Maintain a database of quality reports, reviews, statistics, and other documents for future use and reference.
Provide feedback to contact-center team leaders and managers.
Prepare and analyze internal and external quality reports for management review.