Technical Support Specialist - BMW

Brisbane, QLD
Permanent
Full-time

3 hours ago

Reporting to the National Operations Manager, the BMW 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 ResponsibilitiesTechnical LiaisonTo 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.Build and maintain excellent working relationship with relevant technical personnel within BMW.Stay up to date with all BMW technical information to drive customer experience and maintain ongoing BMW KPIs.Work closely with Allianz Partner Learning team to ensure technical knowledge base is maintained within training materials and delivery.Technical SupportTo 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 AgentsTo work with front line operations teams to improve on-phone mobilisation rates and correct fault diagnosisThe use of all BMW telematics (connected car) portals and vehicle fault finding systemsQuality AssuranceEnsures 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.CommunicationListens 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 standardComplianceAdhere to the compliance obligations relevant to your position and comply with policies, processes and training requirements.Report and escalate risk and compliance related concerns, issues and failures to management.CollaborationWorks collaboratively with customers and colleagues to deliver improved outcomes.What you must havKnowledge of modern training techniques and tools in technical subjectsBMW mechanical background will be an advantage.Working knowledge in MS OfficeOutstanding communication skills and comfortable speaking to crowdsExcellent organizational and time-management abilitiesDegree in a relevant technical fieldStrong attention to detailDemonstrates and ability to contribute to a dynamic customer service teamAbility to self-manage performance against set goals and KPI’sIs flexible in adapting to a changing environmentCommitment to personal development and ongoing learningAbility to multi task and manage time effectively.Is committed to contributing to a positive, collaborative and fun team culture.[please translate into your local language]76277 | Operations | Professional | PG05 | Allianz Partners | Full-Time | PermanentAllianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.

Allianz

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