Call Center Technical Consultant

Job Description

CALL CENTER REPRESENTATIVE

Do you take pride in delivering CRM strategies across the organization with a view to retaining existing customers, increasing brand loyalty and expanding the company brand? Welcome to BMW Group Retail Middle East.

BMW Group Retail Middle East – More than a career

New beginnings, unrivaled opportunities and unparalleled personal growth. This is your moment. Your time to shine, to explore your potential, and take everything to a whole new level. Because this is BMW Group Retail Middle East, and you know a career here is unlike anywhere else. Industry-leading and globally-renowned, seizing one of our opportunities could well transform your life.

The benchmark for automotive retail

Design quality. Exceptional service. State-of-the-art technology. There’s a lot to be proud of in our vehicles. And every customer’s relationship with it is going to be different. So we provide service consulting that’s genuinely tailored to the individual’s needs. Because personalized care ensures satisfaction and builds loyalty – and you’ll be making that happen.

We’ll give you all the tools you need to make every customer experience memorable. And you’ll have all the support and opportunities to make the most of your own future with us.

Your role

Your role includes capturing crucial information and increasing the knowledge of our target market for aftersales, know the needs of our customers and have knowledge of the problems consumers want to be solved. As well as dealing with customer requests, you must offer ideas and insights as a means of helping to improve their experience.

Rewards

Your hard work will be rewarded with the opportunity to join one of the world’s leading luxury automotive brands, the chance to work with a variety of people from many different backgrounds, along with on-going training and career development.

Job requirements

Job Description:

• Receive call from customer after hours (night shift), obtain customer information and provide support in roadside assistance line to diagnose customers vehicles remotely.
• Attended customer concerns and enquiries regarding car status, products, services, promotions, locations and contact details of branches. In case of technical enquiries, this needs to be referred in a timely manner to team supervisor.
• Convey a professional image of Abu Dhabi Motors by following set scripts and telephone etiquette standards. Provide clear and concise instructions to customers while maintaining a reassuring and empathetic tone.
• Dispatch appropriate assistance to the customer’s location (e.g., tow trucks, technicians, etc.).
• Courteously receive customer concerns and collecting relevant information to escalate to team supervisor/manager.
• Keep aware of service rules and warranty conditions. As well as being updated with recent promotions to pass on accurate information.
• Participate in CRM team discussion and strategies to fill the Service gap.
• Prepare monthly reports about customer inquiries, complaints, and feedback. Analyze the data and provide recommendations for process improvement.
• Perform ad-doc activities as required by National CRM Manager.
  
  

Requirements:

Switched on and passionate, you’ll be someone who can quickly get to grips with processes, products and services. . And if you have the tenacity and commitment to realize your potential, we’ll give you the training to go as far as you can.

• Education: Minimum of Diploma or equivalent.
• Communication Skills: Excellent oral communication skills to effectively communicate customers’ interest needs and requests to management and sales personnel; as well as written communication skills for email and documentation.
• Language Skills: Ability to read and comprehend instructions and information in English and Arabic.
• Technical Skills: Proven experience as technician.
• Computer Skills: Good knowledge of relevant computer programs (e.g. CRM software, MS Office) and telephone systems.
• Time-management: Must be punctual, with the ability to manage assigned tasks within time schedule; as well as provide customer support in a timely manner.
• Top quality analytical skills: A big part of your job involves gathering and analyzing data to help you understand your customer base and coming up with suggestions for improving the existing strategy.
• Experience : 2-3 years relevant experience.

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