Job Details
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Job Description
- Enhancing customer loyalty and satisfaction by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer requirements are met.
- Carry out Aftersales service survey according to the company policies.
- Direct contact with service departments to ensure the availability of the needed data to carry out the needed surveys.
- Direct contact with BMW customers.
- Report customer complaints to management and assist in following up with any customer complaints till completely rectified to customer's satisfaction.
- Handle the customer received complaints from the various sources in fastest time to ensure customer satisfaction.
- Respond to the submitted complaints on the Auto-line before their deadlines.
- Communicate with the parts department to speed up the process of parts arrival in case of parts unavailability and communicate with customers upon their arrival to visit the Service Center to install them.
- Communicate with the customers having recall campaigns and book them appointments to solve their problems.
- Prepare monthly, quarterly and annually reports showing the service BMW customer feedback concerning the level of service presented in BMW authorized service centers.
- Review the monthly received feedback report to handle its comments and prepare action plans with the Branch Service Senior Manager based on the comments in it.
- Prepare the minutes of meeting and action plan for the meetings to be held on premises and file them.
Job Requirements
Education
- Bachelor degree
Work Experience & Training
- 5-7 years of experience in customer service
Computer Knowledge
- Very good user of Microsoft Office applications
Personal skills
- Communication skills
- Problem solving skills
- Decision making skills
- Leadership skills
- Customer oriented
- Time Management
Language Skills
- Very Good command of English