BMW Call Centre Operations Expert

5 days ago


Midrand, Gauteng, South Africa iSON Xperiences Full time

You will be responsible for delivering exceptional customer service through prompt and professional communication via voice and email correspondence. This role involves handling and resolving customer queries efficiently, ensuring a one call resolution wherever possible.

  • Answer calls within 20 seconds to drive service level and achieve one call resolution by reviewing processes for resolving customer queries
  • Provide settlement quotes and accurate information to customers
  • Process deal adjustments, including changes in term, monthly premium, or balloon payment
  • Navigate natis requests by verifying receipt of payment and preparing necessary documentation
  • Assess moratoriums based on reasoning and affordability
  • Update client details, including phone numbers, email addresses, and physical addresses
  • Process exit letters after assessing stability
  • Verify substitution of goods by checking invoices and insurance documents
  • Provide remittances and explain statements, amortization schedules, and audit summaries
  • Loading beneficiaries requires assessment and verification of provided documents
  • Request refunds through IPA and automated channels
  • Evaluate and process additional finance on current agreements, such as motor plans or warranty extensions
  • Investigate and resolve bank allocation issues
  • Perform bank reconciliation
  • Investigate and resolve related account queries and complaints
  • Liaise with clients, dealers, insurance providers, and internal departments
  • Process write-offs and yellow slips as required
  • Perform ad-hoc duties as needed
  • Encourage survey participation and strive for excellent customer service


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