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  • 联系人:
  • 联系电话:010-84210000
  • 工作地址:代理招聘005
  • 资深客户关怀专员2012-08-20
  • 薪酬:

    面议

  • 福利:
  • 所属行业: 交通运输设备制造业
  • 要求: 全职 | 本科 | 经验 无 | 年龄不限 | 性别不限
  • 地址: 代理招聘005
  • 联系人:
  • 电话: 010-84210000
  • 招聘人数: 1
  • 有效日期: 2012-08-20 到 2012-09-20
暂停招聘
  • 职位描述
  • 公司介绍

Responsibilities:

- To manage and support dealers for complaint handling, protect BMW brand image and enhance customer loyalty.

- To fully understand BMW's policy, principle and target, and guarantee dealer's performance and execution.

- To coordinate and consolidate all relevant departments to track and solve complaint efficiently and effectively.

- To communicate with customer on behalf of BMW if necessary.

- To collect and analyze the complaint information for improving proposal, to increase customer satisfaction and avoid further repeated complaint.

- To identify early signs of internal/external conflict, escalate to management timely, coordinate and prevent appropriately based on company's policy.

- To identify and consider comprehensive customer/dealer's needs, improve policy and process consistently based on business requirement.

- Well case and document filing.

- To implement 3R regulation when it is released.

- To conduct dealer's and customer's satisfaction survey and cost saving

- To monitor the development and changes of Chinese legal requirements with regards to customer satisfaction and complaint management, To Inform management and BMW AG all arising changes regarding.

Qualifications:

- Bachelor degree.

- Working experience for complaint handling.

- Working experience within Multi-national company preferable

- Crisis management experience

- Fluency in English both oral & written

- Excellent communication and negotiation skill.

- Excellent interpersonal skill

- Familiar with Microsoft Programmes (e.g. PowerPoint, Excel, Word)

- Automotive knowledge

- Legal knowledge

- Self-motivation and team work spirit

- Ready to face and handle all new challenges.

- Potential to support the developing of customer care team

- Willing to take responsibilities and risk.

- Outstanding capability to handle complaint and conflict

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