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- Tasks: Help customers resolve complaints about BMW products and services through calls, emails, and social media.
- Company: Join a dynamic team at BMW, a leading automotive brand known for quality and innovation.
- Benefits: Enjoy a competitive salary, training opportunities, and a supportive work environment.
- Why this job: Be part of a team that values customer satisfaction and builds loyalty while promoting a prestigious brand.
- Qualifications: No specific experience required; just bring your passion for customer service and communication skills.
- Other info: Work Monday to Friday with occasional Saturdays; full training provided to set you up for success.
The predicted salary is between 20800 - 36400 £ per year.
The role of the Customer Services Advisors – Complaints Team is to provide excellent customer service to customers who formally complain about a BMW product or service. You will deal with customer queries verbally and in writing in order to resolve the customer complaint. This role is based on our clients site as you will work closely with BMW colleagues and Retailers to ensure seamless levels of service and a high focus on the Customer.
Job Role / Duties:
Working in a team to receive and manage current and potential BMW customer\’s complaints, providing an exceptional level of support, communicating with them predominantly via telephone, email and social media exchanges
To resolve and investigate complaints and ensure the customer can be satisfied as quickly as possible with a resolution that meets the needs of the customer and BMW.
Take ownership of customers concerns and act as a primary contact, case managing each customer, liaising with relevant BMW Contacts and Retailers as required.
Correspond and communicate professionally with BMWs Retailers and other departments to ensure the complaints can be resolved in the timeliest and most appropriate manner.
If unable to fully resolve complaints, escalate to specialist services, and BMW Group or the Retailer network when appropriate.
Skilfully retaining customers and developing loyalty by creating trust, building a positive relationship and delivering on promises.
Develop and maintain an in-depth level of knowledge around the brand, products, processes, policies and systems to ensure all of the roles responsibilities can be carried out.
Enthusiastically promote the BMW brand and products as appropriate in the context of complaints resolution
Shifts & Salary:
Working hours: Monday-Friday 8am-7pm, Saturday 9am-5.30pm
£26,000 per annum
Training hours: 3 weeks, Monday-Friday 9am-5.30pm- Academy: Mon-Fri 9am-5:30pm (4 weeks)
To Apply, send an up-to-date CV.
Locations
Customer Service Advisor in Farnborough, Hampshire employer: Castle View Group
Contact Detail:
Castle View Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Farnborough, Hampshire
✨Tip Number 1
Familiarise yourself with BMW's products and services. Understanding the brand inside out will not only help you in resolving customer complaints effectively but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Practice your communication skills, especially over the phone and in writing. Since you'll be dealing with customer queries predominantly through these channels, being articulate and empathetic will set you apart from other candidates.
✨Tip Number 3
Showcase your problem-solving abilities. Think of examples from your past experiences where you've successfully resolved complaints or issues, as this will highlight your capability to take ownership of customer concerns.
✨Tip Number 4
Network with current or former employees of BMW or similar customer service roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
We think you need these skills to ace Customer Service Advisor in Farnborough, Hampshire
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Advisor in the Complaints Team. Familiarise yourself with the skills required, such as effective communication and problem-solving abilities.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, particularly in handling complaints. Use specific examples that demonstrate your ability to resolve issues and maintain customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the BMW brand. Mention how your skills align with the role and express your enthusiasm for contributing to the team.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at Castle View Group
✨Know the BMW Brand
Familiarise yourself with BMW's products, services, and values. Understanding the brand will help you communicate effectively and demonstrate your enthusiasm for the role.
✨Prepare for Common Scenarios
Think about potential customer complaints you might encounter and how you would handle them. Be ready to discuss specific examples of how you've resolved issues in the past.
✨Showcase Your Communication Skills
Since the role involves a lot of communication, practice articulating your thoughts clearly and professionally. Highlight your experience with various communication channels like phone, email, and social media.
✨Demonstrate Empathy and Problem-Solving
Be prepared to show how you can empathise with customers while also being solution-oriented. Discuss how you would take ownership of a complaint and work towards a resolution that satisfies both the customer and BMW.
