BMW Quality Specialist
4 days ago
Tian Siang Premium Auto is seeking a talented individual to fill the position of BMW Quality Specialist. This role involves overseeing and improving customer satisfaction through aftersales services, ensuring high-quality standards, and managing customer interactions and complaints.
Key Responsibilities:
- Customer Satisfaction:
- Actively monitor and analyze customer feedback and complaints to identify areas for improvement in aftersales services.
- Develop and implement strategies to enhance the customer experience and ensure customer loyalty. Handle customer inquiries and complaints effectively and efficiently, striving for resolution and positive outcomes.
- Ensure all customer interactions adhere to BMW's high standards of service and professionalism.
- Quality Assurance:
- Oversee the implementation and maintenance of quality control processes and procedures within the aftersales department.
- Monitor and evaluate the quality of service provided by technicians and other staff to ensure adherence to BMW standards.
- Identify and address quality issues promptly and effectively to minimize customer dissatisfaction. Conduct regular audits and inspections to ensure compliance with quality standards.
- Data Analysis and Reporting:
- Collect, analyze, and interpret data related to customer satisfaction, quality issues, and aftersales performance.
- Prepare regular reports and presentations to stakeholders, highlighting key findings and recommendations.
Skills and Qualifications:
- Strong customer service and interpersonal skills.
- Excellent communication and problem-solving skills.
- Proficiency in English is preferred.
- Ability to handle stressful situations and resolve conflicts effectively.
- Knowledge of BMW products and services.
- Experience in quality control and process improvement.
- Leadership and team management skills are desired.
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