Job Responsibilities:

• Lead, manage and motivate staff in the BMW/MINI Customer Service team, including Call Centre and complaint handling Officers.
• Manage the daily operation of Call Centre and monitor the achievement of KPI targets for outbound and inbound calls.
• Conduct ongoing quality assessments and provide coaching and training to the team to ensure premium service standards are delivered to customers consistently.
• Support department head in implementing new initiatives. Attend new systems training and transfer knowledge to internal staff.
• Prepare regular call management analysis and reports.
• Handle escalated cases from customers and collaborate with relevant departments. Resolve complaint cases from customers through written/ verbal replies in a customer-centric and professional manner.
• Actively engage with team members to nurture team morale and engagement.

Requirements: 

• Degree Holder or above.
• Minimum 4 years' relevant hands-on experience in customer service hotlines and complaint handling. Preferably for luxury products.
• At least 2 years of experience in a managerial or supervisory role.
• Customer-centric and result-oriented mindset. Proactive and very attentive to details.
• Excellent interpersonal, mediation, and problem-solving skills.  Able to resolve complaints independently.
• Excellent command of written English particularly for customer communications.
• Strong command of spoken English and Chinese.
• Proficient in MS Excel,  PowerPoint, Teams; Salesforce, and other CRM and ERP solutions.
• Experience in setting up a new CS team is a plus.
• Immediate available is highly preferred.

Sime Darby Motors is the automotive arm of Sime Darby Berhad under Sime Darby Group. With over 100 year of experience, Sime Darby Group is one of the leading multinational conglomerates in Southeast Asia. The Group operates in 18 countries and territories across the Asia Pacific. It has always been at the forefront of delivering sustainable futures, bringing development and growing value to our stakeholders.

BMW Concessionaires (HK) Limited is the sole importer and distributor of BMW cars / motorcycles and MINI cars in Hong Kong and Macau.