Job Purpose:

To ensure optimum advice and customer care quality for service customers in accordance with BMW Group and AGMC standards and successfully contribute to achieving the Motorrad Department target and the organization's vision and mission.

Performance Areas (KPAs)

Performance area 1: Business Performance

• Assist in the development of Sales and After-Sales business, including parts and accessories and used motorcycles to achieve marketing and sales targets.
• Ensure the handling of all aspects of customer care in the sales and after-sales area.
• Assist the smooth handling of sales records, target achievements, customer database, follow-up calls, records meeting minutes, sales performance analyses, trading policies, and related items.
• Assist in organizing external displays and exhibitions of motorcycles, parts, and accessories in order to promote motorcycle business.
• Plan the optimum utilization of the workshop including parts stock maintenance.
• Open job cards for motorcycle service customers with proper follow-up to be done to the customers as well as the workshop to ensure repairs are completed and deadlines met in time.
• Ensure that the work quality is based on QMA procedures and guidelines.
• Working flexible hours depending on the workload.

Performance area 2: Customer Focus

• Ensure the highest degree of customer satisfaction and retention at all times.
• Handling customer complaints and ensuring corrective action has been taken.
• Focus on quality of customer service and regular follow-up.
• Communicate professionally with customers at all times before, during, and after the sale.
• Drive the department’s business through superior customer service and providing updated product information.
• Communicate and meet with customers on a regular basis with regards to promoting BMW Brand.
• Develops and maintains customer relations and ensures customer business growth.
• Maintains and develops existing and new customers through appropriate propositions ethical sales methods, and relevant internal liaison, to optimize quality of service, business growth, and customer satisfaction.

Performance area 3: People Development and Teamwork

• Support the overall objectives of the department.
• Encourage and maintain a high level of team spirit within the department.
• Liaise with the Sales/Parts/Finance department
• Should be team orientated, working as a team member assisting and supporting their colleagues and other departments in achieving a shared vision.
• Communicates ideas and plans with clarity and purpose-driven by company values and the Department’s vision.
• Seeks, appreciates, assists, and participates significantly in unit-specific projects or cross-departmental ones.
• Share responsibility for achieving customer growth and Departmental targets.
• Attend, participate, and contribute at team meetings.

Performance area 4: Quality

• Manage personal time schedule and productivity.
• Maintain the highest levels of BMW product knowledge and competitive products, personal development and integrity, quality standards, and business ethics.
• Takes the initiative, suggests and develops plans to explore and create new relations, contacts, and opportunities to improve market penetration into existing and new markets