Customer Experience Specialist (2-Month Contract)

Title Reporting to: Assistant Customer Interaction Centre Manager / Service Manager

Duties & Responsibilities at Customer Experience Centre:

1. To be an ambassador of all things BMW and enhance the customer experience from end to end and at every customer touchpoint.
2. To possess the appropriate etiquette to communicate with customers (either face-to-face or via other communication channels).
3. To encompass the customer-centric approach and values of Eurokars Group as well as being well-versed with sufficient knowledge on BMW products on a wider breadth basis (for sales and aftersales matters).
4. Manage inbound and outbound calls, emails, messages (i.e., WhatsApp) and online sources (i.e., Google review, service online bookings page, etc.).
5. Attend to customers' requests for any inquiries (Sales and aftersales related), creating and prompting reminders for service bookings, updates on the status of their vehicle (if in servicing), attending to complaints where possible.
6. To schedule and confirm appointments for customers (both aftersales and sales).
7. Administrate appointment bookings via various channels (i.e., calls, WhatsApp, online Service Bookings, etc.).
8. Manage and handle the capacity planner for all service bookings.
9. Case creation of all communications to customers in either Salesforce or WIPs (for confirmed bookings).
10. To address and manage customer feedback in a professional manner and provide accurate and valid information with solutions and/or alternatives to handle the customer’s feedback, queries and/or complaints.
11. To promptly follow up with customers on their queries/appointments/status of the vehicle as well as the other internal stakeholders (i.e., service advisors, sales representatives, etc.) on the status of the issues in question. This is to be done until each issue has been entirely resolved. Upon resolution of the issue/query, to confirm with the customer that there are no queries left and to ensure that the customer ends the conversation satisfied.
12. Handle the confirmations and callouts for event RSVPs.
13. To upload the VoC (Voice of Customer) list and manage the call outs.
14. To constantly track and contact Eurokars customers based on the existing database and assess whether their car servicing is due (i.e., teleservice reminders). If so, then to book them in for a service appointment.
15. To familiarize themselves with the Sales and/or Aftersales products (i.e., sales promotions, service packages, etc.) and actively reach out to customers via various communication channels and promote/entice/encourage the purchase of the said products.
16. Aftersales:
17. Knows and applies the service process steps and knows all organizational interfaces and structures.
18. Knows the relevant KPI’s for his or her target achievement.
19. Ensures the smooth cooperation between all interfaces.
20. Supports the Service Advisor with acquisition activities and marketing campaigns.
21. Conducts follow-up calls.
22. Promotes the whole range of vehicle parts and accessories.
23. Receives customer demands regarding workshop appointments, customer complaints, and price inquiries.
24. Makes sure that all customer data are updated.
25. Organizes and prepares the customer appointments for the Service Advisors.
26. Estimates cost and time for work to be carried out and informs the customer continuously to ensure smooth delivery of the vehicles.
27. Supports the service advisors in the settlement of accident claims.
28. Coordinates the replacement vehicles for customers (if desired).
29. Generates and hands over the customer invoice to the Service Advisor.
30. General administration of all customer-related data and affairs.
31. Ensures a professional and individual customer care.
32. Observes the regulations regarding order and cleanliness.