▷ (15h Left) BMW : Business Development Call Centre Consultant
3 days ago
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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