Job Description
Reporting to the National Operations Manager, the Technical Support Specialist will play a key support role to both Customer Service Agents, Technicians and Towing Operators who are assisting customers with their vehicle mobility incidents. This support will be provided in real time in order to aid the assistance provided to BMW customers.
Key Responsibilities
1. To work closely with BMW, the wider Automotive Network, Emergency Assistance and Customer Care teams, Contact Centre Support team to drive the BMW technical development of Allianz Partners roadside assistance program.
2. Build and maintain excellent working relationship with relevant technical personnel within BMW.
3. Stay up to date with all BMW technical information to drive customer experience and maintain ongoing BMW KPIs.
4. Work closely with Allianz Partner Learning team to ensure technical knowledge base is maintained within training materials and delivery.
Technical Support
To provide support to technicians either in real-time or in retrospect in relation to parts identification, diagnostic procedures and roadside repair and mobilisation procedures.
To provide support to towing operators either in real-time or in retrospect in relation to appropriate towing protocols for specific vehicles.
Provide real-time escalation support to Customer Service Agents.
To work with front line operations teams to improve on-phone mobilisation rates and correct fault diagnosis.
The use of all BMW telematics (connected car) portals and vehicle fault finding systems.
Quality Assurance
Ensures all relevant Quality Assurance guidelines are followed and adhered to.
Utilise customer experience insights such as NPS and Complaints data in order to determine the technical needs of both Contact Centre Customer Service Agents and Network providers with an aim to consistently improve the quality of service provided.
Work closely with Contact Centre Support function to ensure all technical requirements and processes are incorporated within Quality Assurance frameworks and process landscapes.
Communication
Listens to customers in order to fully understand needs.
Demonstrates active listening, digesting information and conveying a solution effectively and quickly.
Ensures all written communication is clear, concise and is consistently of a high standard.
Compliance
Adhere to the compliance obligations relevant to your position and comply with policies, processes and training requirements.
Report and elevate risk and compliance related concerns, issues and failures to management.
Collaboration
Works collaboratively with customers and colleagues to deliver improved outcomes.
Required Skills and Qualifications
Knowledge of modern training techniques and tools in technical subjects.
BMW mechanical background will be an advantage.
Working knowledge in MS Office.
Outstanding communication skills and comfortable speaking to crowds.
Excellent organisational and time-management abilities.
Degree in a relevant technical field.
Strong attention to detail.
Demonstrates an ability to contribute to a dynamic customer service team.
Ability to self-manage performance against set goals and KPIs.
Is flexible in adapting to a changing environment.
Commitment to personal development and ongoing learning.
Ability to multi-task and manage time effectively.
Is committed to contributing to a positive, collaborative and fun team culture.