Digital Customer Service Center… at Robert Bosch · District 2

Company Description

The Bosch Group is a leading global supplier of technology and services, in the areas of automotive and industrial technology, consumer goods as well as building technology.

Bosch established its first representative office in Ho Chi Minh City in 1994. Since 2007, Bosch has expanded its footprint in Vietnam where it has branch offices in Hanoi and Da Nang, as well as a Powertrain Solutions plant in the Dong Nai province to manufacture pushbelts for continuously variable transmissions (CVT) in automobiles. In addition, Bosch operates Bosch Global Software Technologies Vietnam (BGSV) as well as an automotive R&D center for mobility solutions in Ho Chi Minh City. As of December 31 2023, Bosch employed approximately 6,300 associates in Vietnam. Bosch has diversified businesses in Vietnam. Today, all four Bosch business sectors, namely Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology have operations in the country. Bosch Vietnam is currently active with many business divisions: Mobility Aftermarket, Drive and Control Technology, Power Tools, Building Technology, Two-Wheeler and Powersports and Sales Original Equipment, AquaEasy, Home Appliances and Supply Chain Consulting.

Additional information is available online at: https://www.bosch.com.vn/, https://www.linkedin.com/company/bosch-vietnam and https://www.facebook.com/OfficialBoschVietnam

Job Description

Customer Support Operations

• Handle customer inquiries and service requests across digital support channels such as email, chat, self-service platforms, and back-office processes.
• Ensure timely, accurate, and customer-focused case handling in line with defined service standards and quality expectations.
• Support issue resolution, escalation handling, and follow-up activities in close cooperation with internal stakeholders.
• Contribute to a professional, collaborative, and customer-centric team environment.

Performance & Process Support

• Use established KPIs, dashboards, and customer feedback to monitor service quality and identify improvement potential in daily operations.
• Document recurring issues, process gaps, and customer pain points, and support the implementation of corrective actions.
• Contribute reliable operational input for reporting, analysis, and continuous service improvement.

Digital Enablement & Continuous Improvement

• Support the adoption and effective use of AI-supported customer care solutions, automation workflows, and digital service tools in daily operations.
• Participate in process improvement initiatives to increase efficiency, standardization, and customer satisfaction.
• Collaborate with business, operations excellence, IT, process, and AI expert teams to test, refine, and implement improved ways of working.
• Maintain accurate documentation, work instructions, and knowledge content to support consistent service delivery.
• Ensure compliance with internal processes, quality standards, and governance requirements.

Qualifications

Qualifications & Experience

• Bachelor’s degree in Business Administration, Customer Service Management, Operations, Information Systems, Computer Science, or a related field.
• First professional experience in customer service, customer operations, digital support, process support, automation support, or a comparable environment.
• Experience working with digital tools, case handling, service processes, structured operational workflows, or basic system-supported process execution is an advantage.
• Experience in international or regional customer support environments is a plus.

Collaboration & Working Style

• Strong communication and collaboration skills with the ability to work effectively in cross-functional teams.
• Reliable, structured, and service-oriented working style with strong attention to detail.
• Proactive attitude and willingness to learn, adapt, and contribute to change initiatives in a digital and AI-supported environment.

Analytical & Operational Skills

• Strong problem-solving and analytical skills with the ability to identify patterns, issues, and improvement opportunities.
• Data-aware mindset and confidence working with service KPIs, reports, dashboards, or structured operational data.
• Continuous improvement mindset with a focus on quality, efficiency, standardization, and support for digital optimization initiatives.

Customer Focus

• Strong customer-centric mindset and commitment to delivering a high-quality service experience.
• Ability to manage customer requests professionally, accurately, and with empathy.

Technical & Digital Skills

• Develop & Integrate low-code automation solutions and applications with existing enterprise systems, APIs, and data sources, ensuring seamless data flow and functionality using Copilot Studio, N8N, Power Automated
• Monitor the performance and stability of deployed automations and applications, troubleshooting issues and performing necessary maintenance and updates.
• Proven Hands-on experience with Robotic Process Automation (RPA) tools (e.g., Automation Anywhere A360, UiPath, N8N) and low-code/no-code automation platforms (Copilot Studio, N8N, Power Automate).
• Understanding of API integrations and web services.
• Basic knowledge of database concepts and SQL.
• Experience in prompting and integrating with AI services or LLM APIs is a strong plus.

Language

• Excellent written and verbal communication skills in English.
• Proficiency in German would be a significant asset.

Additional Information

• Committed 13th month bonus
• Collaboratively yearly performance bonus
• Meal & Parking allowances
• Premium insurance for employee
• Flexible benefits
• Domestic and international training opportunity
• Career development program with buddy and mentoring program
• Good benefits of company activities, team building and year end party
• Opportunity to work in global projects of fast developing company and being a part of innovation team contributing initiative ideas to the digital transformation era

Disclaimer:

• Bosch does not charge any fees from candidates for interview participation under any circumstances
• Bosch does not request candidates to download applications or click on any links that require fees or lack credibility
• Bosch does not collect personal information without permission
• Candidates are advised to verify the authenticity of recruitment information by visiting Bosch's official career website (https://careers.smartrecruiters.com/BoschGroup/vietnam) or contacting Bosch directly through official communication channels
• If you encounter any suspicious activity or have doubts about the legitimacy of recruitment communications, please report them immediately to Bosch Vietnam