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Job Description
- Supervise day to day operations in the customer care function.
- Handling escalated complaints.
- Monitoring BMW AG International feedback Management System (IFM) & AG Customer Satisfaction System (VoC) to ensure that the team closes the cases within the target time.
- Control resources and utilize assets to achieve qualitative and quantitative customer care team targets.
- Reviewing and sending AG Customer Satisfaction Survey (VoC) monthly Reports.
- Reviewing and sending Internal Customer Satisfaction Survey (CSI) monthly Reports.
- Support & Monitor customer care team performance and ensure that they reach their KPI.
- Ensure that customer complaints are resolved in a professional manner
- Coaching & Training the customer care team to ensure that they have excellent communication skills, problem solving skills, and professional phone etiquette skills for achieving customer satisfaction.
- Develop customer satisfaction goals and coordinate with the team to meet them on steady basis.
- Maintain accurate records to all the customer care activities and actions taken.
Job Requirements
- Bachelor degree
- 12+ years of experience in a similar position
- Leadership skills
- Very good command of English
- Very good knowledge of Microsoft Office applications
- Emotional intelligence
- Time Management
- Good understanding of management practices and techniques
- People management
- Communication & negotiation skills
- Flexibility
- Decision making skills
- Patience
- Problem solving skills
- Ability to lead and motivate others
