CIS Assistant Specialist

With its brands BMW, MINI and Rolls-Royce the BMW Group is one of the world’s most successful premium manufacturers of automobiles and motorcycles as well as a provider of premium services for individual mobility. The engine for the intensity and attraction of our products and services is the passion of our employeesAt BMW Group Financial Services Hellas we complete the BMW Group's range of mobility services in Greece, offering tailored financial solutions like credit financing and leasing.Support the daily handling of customer inquiries (phone, email, and digital channels).

This is a fixed-term contract for up to 3 years. 

What awaits you?

• Daily Handling of 1st and 2nd level requests of all BMW Group CIC Operations in the market.
• Handles Premium customer contact management incl. incoming and outgoing contact handling (CRM), including email.
• Act as Product Genius for BMW, MINI and Motorrad vehicles.
• Handles 1st and 2nd level inquiries for Digital services of BMW Group.
• Complaint Management. Handle escalated customer complaints.
• Act as next level for escalated calls.
• Supports Customer Retention Process: Initiatives with outbound campaigns or special activities to promote retention and loyalty.
• Provide Service Excellence according to the Service Catalogue KPIs.
• Finding Solutions for cases in escalation (loyalty, churn-prevention, goodwill-gestures) in alignment with the BMW NSC.
• Sustains relationships to advance activities in cooperation with NFSC / NSC.
• Participates in successful implementation of process and IT related changes (Change Management) and follow compliance with regulatory changes.
• Development, coordination, documentation and training of communication content and processes.
• Participate in Request Management Process, contribute to projects in area of responsibility.
• Implementation of new topics and services.
• Develop the communication interface between internal department and other key stakeholders. 
• Constantly enhances service excellence in the area of Customer Service.

What should you bring along?

• University degree in Business Administration or Auto Mechanical Engineer, or a related field.
• At least 3 years’ experience in an Automotive industry.
• Experience with customer service and technical knowledge in the automotive industry are required.
• Customer orientation behavior. High process orientation.
• Excellent communication skills (written and verbal).
• Fluency in Greek and English.
• Very good Microsoft Office knowledge.
• Extensive knowledge on automotive industry. Medium affinity for information systems.
• Strong networking skills.
• Technical knowledge on the Aftersales processes and products.
• Excellence in Digital Services.

What do we offer you?

In addition to the motivating working environment in our dynamic teams, we offer:

• Continuous Training & Development opportunities.
• A flexible working environment.
• Well-being initiatives with various events.

If the answer is yes, then do not miss the opportunity to apply and #shareyourpassion.

After the screening of all the CVs received, we will only contact the candidates who meet the requirements of the job to arrange an interview. All applications are considered strictly confidential.