"You have to know a great deal. And the good thing is that a lot of people here know a great deal."
Toril talks about working as a service agent at Bosch
Reading time: 3 minutes
Bosch Service Solutions offers a comprehensive range of services. We organize and support the inbound channels for our external partners and internal Bosch customers around the world. Competent information, complex booking processes or fast emergency support – we find the right solution for tens of thousands of inquiries every day.
Meet Toril, a service associate from Spain, and find out why listening is an important skill in this job.
To get to know our next associate, we need to travel halfway around the world. To the Iberian Peninsula – Barcelona to be precise. As soon as you enter the Bosch Service Solutions building, it is clear that Bosch is a global network company. You hear English, Swedish, German, Spanish, Danish – spoken by people from all over the world.
This is where you'll find Toril, who has been a service associate for the past three-and-a-half years and has a talent for languages. Born in Norway, she came to Spain when she was 19 years old. Having decided to escape to the sun, she initially took a job as an au pair for six months with no fixed plans thereafter. 35 years later, she's still here. After many different jobs both big and small, she eventually found her way to Bosch.
"People want essentially the same thing – a quick solution to their problem."
In the Service Center, Toril handles requests from Bosch customers and dealers from Scandinavia – and sometimes from the Spanish and South American markets as well. "We're the First Level, which means we are the first point of contact for customers. When someone in Norway dials the service number, writes a mail, or posts on Facebook, it comes to me." "I need a spare part for my refrigerator.", "Where do I get paper for my orbital sander?", "I've lost the charger for my drill. Help!" These are typical requests on a typical working day. And these are the issues that Toril and a team of 20 handle.
The golden rule at Bosch is "the faster, the better". Customers expect their problems to be resolved quickly. Of course, Toril doesn't know every stop valve, every measurement diode, every software code – that isn't her job. She explains that you need two things at Bosch: to be a good listener and the ability to get an overview. "The first you should bring with you, the second you can get at the touch of a button in the Bosch network. "The entire company is structured to facilitate efficient communication across all boundaries. You can thus quickly contact experts from specialist departments or engineers for the answers to detailed questions.
"Bosch is a colorful world."
This internationality is an important part of the job for Toril, a Norwegian in Spain. "Bosch is obviously a really big company. But when I look around here in the office, I see that Bosch is one thing above all others: lots of wonderful people."