Customer Service Representative

7 days ago


Midrand, Gauteng, South Africa iSON Xperiences Full time

As a key member of our iSON Xperiences team, you will play a vital role in delivering exceptional customer experiences for BMW clients. Your primary responsibility will be to provide top-notch customer service via phone and email, ensuring that all queries are resolved efficiently and effectively.

  • Query Resolution: Handle and resolve customer inquiries, providing clear and concise information to ensure customer satisfaction.
  • Reconciliation Items: Process and resolve reconciliation items, referring to procedure manuals as needed.
  • Settlement Quotes: Provide accurate and timely settlement quotes to customers.
  • Deal Adjustments: Assist customers with deal adjustments, including changes to finance agreements, term, and monthly premium.
  • Natis Requests: Process natis requests, verifying receipt of payment and preparing necessary documentation.
  • Moratoriums: Assess and approve moratoriums based on customer reasoning and affordability.
  • Change of Banking Details: Verify and update customer banking details as required.
  • Exit Letters: Assess customer stability before processing exit letters.
  • Substitution of Goods: Verify and process substitution of goods, including checking invoices and insurance documents.
  • Remittances: Provide accurate remittances to customers.
  • Statements and Audit Summary: Explain and provide statements, amortization schedules, and audit summaries to customers.
  • Loading of Beneficiaries: Assess and verify documents for beneficiary loading.
  • Request Refunds: Process IPA and automated refunds as required.
  • Escalation of Additional Finance: Assist customers with escalation of additional finance on current finance agreements, such as motor plan and warranty extensions.
  • Bank Allocations and Recon: Investigate and resolve bank allocations and perform bank reconciliation.
  • Account Queries and Complaints: Investigate and resolve related account queries and complaints.
  • Liaison with Clients and Departments: Liaise with clients, dealers, insurance, and other internal departments to ensure seamless service delivery.


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