Customer Support Agent – English & Spanish Emergency Response (39h)

About the role

Join Bosch Service Solutions in Barcelona as a Customer Support Agent handling emergency situations for premium‑customer vehicles. You will work in a fast‑paced, multilingual environment, providing immediate assistance to drivers involved in accidents, breakdowns, or vehicle theft.

Key responsibilities

• Respond to emergency calls triggered by vehicle‑mounted sensors and contact occupants to coordinate immediate actions.
• Arrange roadside assistance, replacement vehicles, hotel accommodation and onward mobility when a vehicle cannot be repaired on site.
• Support stolen‑vehicle tracking by collecting GPS data and collaborating with police and customers to recover the asset.
• Document all interactions in the monitoring system and ensure a seamless hand‑over to relevant service teams.

Required profile

• Fluent in English and Spanish, both written and spoken.
• Excellent communication and coordination abilities, with a calm approach under pressure.
• Availability to work rotating night or afternoon shifts (00:00–08:00 or 16:00–00:00, 39 hours/week).
• Customer‑oriented mindset and willingness to follow defined procedures.

Required skills

• Strong verbal communication in English and Spanish.
• Ability to use computer‑based monitoring and dispatch tools.
• Effective problem‑solving and decision‑making in emergency contexts.

What we offer

• Hybrid work model with on‑site presence during shift hours.
• Comprehensive training from day one and continuous development opportunities.
• Internal growth paths within a global organization.
• Rotating days off and a supportive team environment.