Customer Resolutions Specialist

2 weeks ago

Mulgrave, Australia BMW Full time

It takes a team with exceptional interpersonal skills and a can-do attitude to deliver great customer service. People who are always prepared to go the extra mile to find solutions that satisfy the needs of our customers and our business. People who want to place themselves optimally to develop their capabilities.

This role presents an excellent opportunity for service advisors and technicians within dealerships who have a passion for customer service wanting to move into a Head Office environment. This could also be an ideal opportunity for someone with complaints management experience and excellent negotiation skills.

So if you enjoy a culture of open exchange and mutual trust, and you’d like to take on a fast-paced role within a highly motivated team, join us as a **Customer Resolutions Specialist**.

**What awaits you?**
- You will be responsible for supporting and handling escalated customer complaints, internal escalations, and Board Complaints from Headquarters.
- You will be responsible for triaging and managing the escalation of customer issues to resolution to maintain a premium customer experience.
- You will be responsible for ensuring accurate record keeping and detailed case notes are recorded against customer records.
- You will be responsible for ensuring adherence to all appropriate regulations and obligations in the complaint handling process while working within BMW Guidelines.
- You will drive the proactive investigation and resolution of customer complaints through discussion, problem solving and negotiation, to provide the customer with a timely resolution of their issue.

**What you should bring along?**
- Victorian Certificate of Education or equivalent required.
- Previous experience handling complaints and customer escalations necessary with contact centre experience highly desirable.
- Strong telephone communication, empathy, and resilience for handling conflicts and difficult conversations.
- Excellent verbal and written communication with strong negotiation skills.
- Exposure to the automotive industry with an ability to interpret technical details highly regarded.
- Ability to multi-task and work with dealership partners and various internal departments to provide issue resolution for customers.
- Commitment to quality, adherence to brand values, initiative and teamwork.
- Computer literate with proficient knowledge of the MS Office Suite.
- Proven ability for problem solving and decision making.

**What you can look forward to?**

We believe in hiring the best talent in the market and fostering an environment where our people can learn, experience and grow.
- An attractive remuneration
- Flexible Work policy and practices
- Health & Wellbeing initiatives
- Lifelong learning & career development
- BMW & MINI promotions and product offers
- Annual spend on BMW & MINI merchandise
- Free onsite parking
- Onsite café
- Subsidised onsite gym, dry cleaning and car wash facilities
- A dynamic, inclusive and sustainable working environment

BMW Group is an equal opportunities employer and takes great pride in fostering and promoting diversity in every aspect of our work life and culture. We highly regard the skills, knowledge, experience, ideas, perspective and energy our diverse workforce brings into the company.
- _They have valid rights to work in Australia_

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