BMW : Business Development Call Centre Consultant

SUMMARY:

Below is an indication of the basic and expected staff requirements:

• High command of the English language by Means of:
  • Effectively communicating through verbal written communication.
  • Listening, understanding ability to relay information back to customers.
  • Soft skills – Empathy, apathy...
    
    

    POSITION INFO:
    

    Below is an indication of the basic and expected staff requirements:

    • High command of the English language by Means of:
      • Effectively communicating through verbal written communication.
      • Listening, understanding ability to relay information back to customers.
      • Soft skills – Empathy, apathy and an understanding of the difference between the two
    • High level of interpersonal skills using tact, patience and courtesy.
    • Ability to work in a high-pressured environment.
    • Ability to adapt, innovate retrain information and ideas quickly.
    • Good interpersonal skills, ability to maintain co-operative working relationships with all levels of staff.
    • Be a competitive but also a team player.
    • High affinity towards the BMW Group brand.
    • Understanding of the Automotive Industry
    • Understanding of an omnichannel environment

    Minium Requirement:

    • Matric or Grade 12.
    • Tertiary education preferred but not required
    • Minimum 3 years’ experience in a Contact Centre / similar sales and service environment.
    • Proficient in Microsoft(Excel, Word mostly) Windows.

    Day-Day:

     Omni-Channel Enviroment

    • Ability to comprehend and respond to all customer/dealer queries through multiple mediums to ensure and exceed customer satisfaction.
    • Adherence to quality and compliance guidelines.
    • Ability to recognize tone and mood of customer.
    • Adaptable and customer centric approach to situations to deliver premium service.
    • Recognizes knowledge gaps and research to respond.
    • Ability to analyse and suggest improvement on existing processes, procedures.
    • Ability to work with minimal support.
    • Continuously improve on key skills, including building rapport, understanding customer needs, handling objections.
    • Address general and specific customer inquiries and complaints.
    • Ability to provide clear and concise information.
    • Use tools and resources to identify custom solutions and anticipate customer needs.
    • Sales oriented.
    • Meet and exceed performance goals that include, but are not limited to, customer survey results, sales rates, quality goals, compliance regulations and productivity targets.
    • Customer and service orientation and flexible thinking in solution finding.
    • Able to Navigate complex systems and ideas
    • Extensive reporting abilities.
    
    
    

     

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