Catarina DuarteThis is not a generic call centre: it is resolving a situation for someone stranded on the road. Calls come in by phone, in German, from drivers whose car has broken down. The job is to understand quickly what is going on, get the right help on its way, and follow through until it is resolved. It is remote, full-time and organised in shifts.
What the posting says the job is
This is the list of responsibilities exactly as published in the official posting:
- Provide roadside assistance in a safe, professional and timely manner
- Record and resolve customer complaints
- Process inquiries received by phone
- Identify customer needs and help customers use specific features
- Analyse and report product malfunctions
- Assist in training new colleagues when requested
- Update internal databases with technical information and records of conversations
- Inform customers about new features
- Follow up until the technical issue is resolved
Look at that last point, because it is what separates this role from ordinary customer service: the case does not close when the call ends. It closes when the person is driving again.
What kind of call is this, in practice?
Often, the person at the other end is in a stressful situation: stuck, for example on the hard shoulder, possibly with children in the car, and not knowing how long they will wait. That is what makes these calls demanding.
As a rule, there are three steps:
- Work out what is going on: first, establish what happened and where the person is.
- Take down the key details: person, vehicle and location, which are recorded in the system.
- Explain the next steps: what will happen next and when further help can be expected.
Why shift work?
Because breakdowns do not happen during office hours. Availability for shift work is a mandatory requirement in all three Roadside Assistance roles, and it is written in the posting.
It is worth saying what that means and what it does not. It means varying hours, sometimes outside normal office hours. It does not mean travel: the work is 100% remote, done from home, from anywhere in Portugal.
What tools are used?
The posting asks for an understanding of CRM systems and lists experience with help desk and remote support tools as preferred. In practice it is a system where the case is opened, recorded and followed until it closes – which is why "updating the internal databases" appears in the list of responsibilities.
Never having worked with a CRM does not rule you out: understanding is what is asked for, not years in one specific tool.
What if I have never done phone support?
At Junior level, previous customer support experience is listed as preferred, not mandatory. What is mandatory is German, fluent English and availability for shifts; secondary education (12th grade) is preferred.
For people coming from outside the sector, the biggest change may not be the technology but the pace: many different conversations and requests, each to be handled with focus and professionalism.
Are all calls in German?
The service is delivered in German, the customer's language. Fluent English is a mandatory requirement in these three roles, for internal work.
Is it really remote, or hybrid?
Remote. The posting says "fully remote", and the contractual base is Palmela.
How many calls per shift?
The posting gives no number, and I will not invent one. It is a good question to raise with whoever is recruiting.
Do I need to know about car mechanics?
No. Familiarity with the automotive sector is listed as preferred, not as a requirement.
Are shifts known in advance?
That is another question to raise with whoever is recruiting. The posting confirms there are shifts, but does not describe how they are assigned.
- Official posting, Junior Contact Center Agent (Roadside Assistance - German Speaker), Volkswagen Group Services Portugal, accessed 2026-09-13 – https://www.linkedin.com/jobs/view/4437163513/
- Role page on the Volkswagen Group careers portal, with the requirements and the work model.