Service Consultants at BMW |


Description

The customer service consultant role is responsible for maintaining and nurturing quality relationships with all BMW Financial Services existing and prospective customers, both internal and external.

You will be responsible for responding to inbound queries (Retail and Homeloans) and handling and resolving customer complaints. You will be required to handle and resolve reconciliation items as well as review procedures for resolving various Customer problems. You will also be responsible for updating standard letters and documents for dealing with Customer queries.

You will be required to maintain a monitoring system for customer complaints and assisting with Deal adjustments, quoting of settlements and settling of deals. You will be responsible for allocating of funds, requesting registration documents and changing of banking details. You will be responsible for the substitution of goods, motor plan extensions / service contracts, term adjustments, residual /balloon adjustments, due date adjustments and action moratoriums. You will also be required to ensure a one call resolution for all customers and review processes for resolving queries and liaising with clients and other departments.

You will also take responsibility for the internal control environment within your areas of responsibility.

Qualifications and Experience

You should have:

  • Banking Diploma or relevant tertiary qualification
  • Minimum 1 to 2 years’ experience in a Customer Service and/or Dealer related positions
  • 1 to 2 years’ experience in retail finance environment.


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