深圳招聘

Advanced Specialist Customer Care

Corporate Division Aftersales
Division, located in Beijing/China
Employment – full time

Tasks

Managing conflicts and complaints in regions; Protecting and enhancing BMW brand image; Increasing customer's satisfaction.

Key Responsibility

- 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.

Qualification

- Bachelor degree in Vehicle Engineering, Business Admin or/and related.

- 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

华晨宝马汽车有限公司成立于2003年5月，是宝马集团和华晨汽车集团控股有限公司共同设立的合资企业。业务涵盖BMW品牌汽车在中国的生产、销售和售后服务。华晨宝马在辽宁省沈阳市配有先进的生产基地，在北京设有分公司，销售和服务网络遍及全国。合资公司现有员工约2万人，本土供应商超400家，连续15年成为沈阳***纳税企业。
华晨宝马沈阳生产基地是宝马全球生产网络中规模***的生产基地。目前，生产BMW 1系运动轿车、BMW 3系（含长轴距及标准轴距）、BMW 5系Li（及插电式混合动力）、BMW X1长轴距（及插电式混合动力）、BMW X2、BMW X3及华晨宝马首款出口全球的世界车型创新纯电动BMW iX3。2020年，华晨宝马大东及铁西两家整车厂共生产了超过60万辆BMW汽车。