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The role of the Customer Services Advisors - Complaints Team is to provide excellent customer service to customers who formally complain about a BMW product or service. You will deal with customer queries verbally and in writing in order to resolve the customer complaint. This role is based on our clients site as you will work closely with BMW colleagues and Retailers to ensure seamless levels of service and a high focus on the Customer.
Job Role / Duties
Working in a team to receive and manage current and potential BMW customer's complaints, providing an exceptional level of support, communicating with them predominantly via telephone, email and social media exchanges
To resolve and investigate complaints and ensure the customer can be satisfied as quickly as possible with a resolution that meets the needs of the customer and BMW.
Take ownership of customers concerns and act as a primary contact, case managing each customer, liaising with relevant BMW Contacts and Retailers as required.
Correspond and communicate professionally with BMWs Retailers and other departments to ensure the complaints can be resolved in the timeliest and most appropriate manner.
If unable to fully resolve complaints, escalate to specialist services, and BMW Group or the Retailer network when appropriate.
Skilfully retaining customers and developing loyalty by creating trust, building a positive relationship and delivering on promises.
Develop and maintain an in-depth level of knowledge around the brand, products, processes, policies and systems to ensure all of the roles responsibilities can be carried out.
Enthusiastically promote the BMW brand and products as appropriate in the context of complaints resolution
Shifts & Salary
Working hours: Monday-Friday 8am-7pm, Saturday 9am-5.30pm
£26,000 per annum
Training hours: 3 weeks, Monday-Friday 9am-5.30pm- Academy: Mon-Fri 9am-5:30pm (4 weeks)
To Apply, send an up-to-date CV.
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Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Contract
Job function
* Job function
Customer Service
* Industries
Administrative and Support Services
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