BMW : Customer Services Call Centre Consultant

You will be responsible for responding to inbound queries via voice and email correspondence, handling and resolving customer queries. You will be required to handle and resolve reconciliation items as well as refer to procedure manuals when processing requests. You will also need to update standard letters and documents for dealing with customer queries.

POSITION INFO :

• Answering calls within 20 seconds to drive Service Level and ensure a one call resolution for customers by reviewing processes for resolving the customer queries.
• Request for deal adjustments (due date, change in structure of agreement, e.g. term, monthly premium or balloon payment).
• Natis requests (necessary checks regarding receipt of payment and preparation of documentation).
• Moratoriums (assessment required based on reasoning and affordability).
• Change of details (verification completed).
• Updating personal particulars of clients against required (e.g., telephone, email, and physical addresses).
• Exit letters (assess stability before processing).
• Substitution of goods (verification of required information, e.g. invoice and insurance to be checked).
• Providing and explaining statements, amortization schedules, and audit summary.
• Loading of beneficiaries (assessment and verification of documents provided).
• Request refunds (IPA and automated refunds).
• Escalate processing of additional finance on current finance agreement e.g. motor plan/warranty extensions (advise process, gather relevant information and documents, application captured).
• Investigate and process bank allocations.
• Bank reconciliation.
• Investigate and resolve related account queries/complaints.
• Liaise with clients, dealers, insurance, and other internal departments.
• Request write-offs/yellow slips.
• Ad-hoc duties when required.
• Encourage survey uptake and drive excellent customer service.