BMW : Business Development Call Centre Consultant

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:

• 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.