Dept.: Service / 售后服务部 
Location: Beijing


Responsibility:


-Handles all customer contacts and complaints regarding aftersales topics with respect to BMW produced cars in the market;

Establish and develop customer response systems which provide total customer support to enhance the BMW image and retain customer loyalty;

Prepares response and follow up on customer contacts to BMW on all aspects of Aftersales;

Prepares response and follow up on customer complaints with the support of Technical Specialist and Area Service Manager;

Supports the dealers to handle customer complaints;

Implements and supports CRM systems with the dealers in the market;

Monitors dealer's performance on CRM and prepares statistics and reports to the Service Manager;

Constantly examine and analyses competitor and other customer relations systems to determine improvements to the provision of dealer and customer services;

Monitor the development and changes of Chinese legal requirements with regards to Customer satisfaction and complaint management;

Inform the Management and BMW AG of all arising changes;

Support the preparation of customer surveys and customer satisfaction reports in the market.
Requirements:


Bachelor degree;

Fluent in English and Chinese both oral & written;
Good computer skills with MS Office, e.g. PowerPoint, Excel, Word;

Minimum 5 years working experience, at least 2 two years experience in the field of Customer Relation Management, understanding customer's real needs, experience in automotive industry will definitely a plus;

Familiar with automotive industrial consuetude;

Able to work under pressure;

Excellent communication skill, good interpersonal skills, team player.