Customer Relations Executive

At BMW, our dedicated team always go the extra mile, proactively meeting people’s needs with a truly personal touch, our commitment to excellence extends beyond our vehicles to the relationships we build with our customers, and everyone has a role to play when it comes to making our customers happy. So, whether you’re passionate about helping others or finding elegant solutions we are looking for passionate and customer focused professional to join our customer relations team, a culture where everyone feels empowered, rewarded and supported is the driving force behind our success.

Our Customer Support team is looking for a Customer Relations Executive.

What awaits you?

• Provide exceptional customer service ensuring each BMW customer receives a premium experience and offering them informed responses.
• Resolve concerns and escalated issues when necessary, ensuring a seamless resolution and high customer satisfaction.
• Responding to customer enquiries and complaints, at both low and escalated levels, via phone, email, and written correspondence.
• Responsible for liaising with dealership staff and key external stakeholders, achieving optimum customer dispute resolution processes and outcomes.
• Responsible for attending arbitration hearings on behalf of BMW Group to negotiate settlements.
• Maintain and liaising with legal department regarding records and case analyses for tribunal and arbitration hearings.

What are we looking for?

• Passion for the brand and commitment to providing premium customer service.
• Excellent communication and problem-solving skills.
• Experience in customer service or luxury brand industries preferred.

Qualifications & Experience         

• VCE or equivalent and/or Vehicle Mechanical qualification.
• Demonstrated retail experience in the automotive industry.
• Understanding of Australian Consumer Law (ACL) and its implications.
• Proficient knowledge of MS Office.
• Excellent written and verbal communication skills.
• Proven ability for problem solving and decision making.

What do we offer?

• Flexible Work policy and practices
• Health & Wellbeing initiatives
• Lifelong learning & career development
• BMW & Mini promotions and product offers
• Annual spend on BMW & MINI merchandise
• Free onsite parking
• Onsite café
• Subsidised onsite gym, dry cleaning and car wash facilities
• A dynamic, inclusive and sustainable working environment

BMW Group is an equal opportunities employer and takes great pride in fostering and promoting diversity in every aspect of our work life and culture.  We highly regard the skills, knowledge, experience, ideas, perspective and energy our diverse workforce brings into the company.

Employment at BMW Group Australia is conditional upon pre-employment checks undertaken by the candidate on request and clearances received.  This includes qualifications and employment checks, relevant background checks and may include police check(s) and credit check(s).

By submitting an application for a role at BMW Group Australia the candidate confirms:

• They have valid rights to work in Australia
• They agree to undertake integrity checks upon request should their candidacy progress to an offer of employment.