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Job Description
- Investigate and handle customer complaints and arrange appropriate actions.
- Deliver excellent customer service through exceptional Customer experience.
- Focus on delivering customer satisfaction through outstanding communication.
- Build strong rapport with BMW customers.
- Display a strong customer focus, awareness, and sensitivity with the ability to gain trust and respect of colleagues and customers.
- Identify value adding opportunities to enhance the customer experience.
- Responsible for communication between customer & service department after the workshop visit.
- Analysis of customer contact report.
- Ensure that customers who purchase new vehicles are introduced to the workshop & are encouraged to use it for warranty work & preventive maintenance.
- Carry out After Sales Feedback Survey according to the company policies.
- Direct contact with Service Departments to ensure the availability of the needed Customers’ data to carry out the After Sales Feedback Survey.
- Follow up with the service center customers’ wrong data, to enable carrying out the After Sales Feedback Survey.
- Report to Concern Department any customer’s complaint on the same day and following up the complaint till it is completely rectified to customer’s satisfaction.
- Submit monthly and cumulatively as a running total for the year to date reports showing BMW customers’ feedback concerning the level of service.
Job Requirements
- Bachelor degree in business administration.
- 3-5 years of experience.
- High levels of Communication Skills.
- People-oriented and great at building relationships.
- Experience in dealing with premium customers is an asset.
- Broad knowledge of the automotive business is preferred.
