Coord. Customer Interaction Services

hace 3 semanas


Mexico City BMW Group A tiempo completo

HAPPY CUSTOMERS MAKE EVERYONE’S DAY.

SHARE YOUR PASSION.

At BMW, our dedicated customer service teams always go the extra mile, proactively meeting people’s needs with a truly personal touch. And everyone has a role to play when it comes to making our customers happy. So whether you’re passionate about helping others or finding elegant solutions to complex problems, you’re sure to find an exciting challenge with us. Fostering a culture where everyone feels empowered, rewarded and supported is the driving force behind our success. So join us in changing the way the world moves for good.

Coord. Customer Interaction Services.

As a Customer Interaction Services Coordinator, you will be responsible for local Customer Interaction Center (CIC) governance, for aligning, collaborating and deliver of best practices, as well as the improvement of overall CIC landscape for customer satisfaction across interaction channels.

Responsibilities.

Steers, manage and governs all the BMW Customer Interaction Center operation In the market, includes the steering of external call center provider. Responsible for contract alignment with selected call center provider, monitoring that vendors customer services practices and procedures are aligned with BMW Group guidelines as well as local governance and compliance regulations. Drives integration of services across the function CIC provider management. Develop and improve constantly BMW Group customer interaction landscape and operating model, with proactive communication with the customer, problem solution and implementation of relevant projects. Request and define quality surveys and measurements, manages, and analyze feedback from customers and dealers and implement countermeasures. Responsible for resource and budget allocation for existing and new local Customer Interaction Centers services and vendors. Implement a quality management program in CIC, including customer satisfaction, based on global quality strategy. Supports the training development, maintenance, and delivery. Assist and coordinate for monitoring and release testing for systems enhancements and maintenance as requires by the operation. Operational responsible for Siebel (CRM System) enhancements and ensure information is available for reporting purposes.

Qualifications and experience.

Bachelor's degree on Business, Administration, or related field. 5+ years of experience in Customer Service/ Customer Care/ Customer Relations experience. Microsoft Office skills (PowerPoint, Word, and Excel). Fluent in English language.

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