Customer service ManagementNew Sales lead generationRetention programSales lead allocationCampaign managementVirtual Showroom / Financial Services BMW dealernetNRSM ( New Retail Sales Model)BMW New / Used car Sales

Roles & Responsibilities:Recruitment and training of call centre agents (16 agents).Report compiling and checking (Weekly and Monthly).Comment cleaning for reports.Call Quality Assurance (Voice logger - monitoring and improvement of Customer experience).Manage, motivate, coach and develop.Monitor team and individual performance against agreed goals.Enhance and implement quality related methodologies and initiatives.Conflict Resolution.Planning and forecasting.Customer management.Coordinating new vehicle launch.Ensure achievement of highest standard of product knowledge and adherence to SLA.Call Quality Monitoring – identification and measurement of agent knowledge, telephone skills and ability to service the customer.Coaching – identifying areas where operational process and compliance issues require improvement.Analysis and rectifying actions of CSI feedback received from clients.Reviewing and quality assurance information that is published to BMW SA and Germany.Daily call targets.Logging Cases on BMW SAP system (B2B portal).Performance management targets.Presentations to senior managements and stakeholders.Product Launch: VW Golf GTIManaging product budget.Identifying client requirements (VW SA).Understanding customer base (VW end user).Manage risks and plan contingencies.Manage stakeholder expectations.Create training material and communication material, including ‘Meet and Greet’ welcome packs.Managing logistics, including among others: locating the correct venue; flights; accommodation; dietary requirements.Develop, distribute and analyze customer feedback.Report generation and feedback to client.

• Sales of printer and printer consumables.• Cold Calling.• Customer Liasing.• Ensuring punctual deliveries.

Ordering of Stock from America.Freight into South Africa.Storage Logistics.Stock control.Costing.Marketing.Sales.Debtors controlSales forecasting and pricing

Receiving and dispatching of goods.Ordering, issuing and reconciling stock.Debtors and credit control.Research and Development.Sourcing new international suppliers.Arranging delivery of parts across Southern Africa.Sales.Achievement:Became the 2IC in the MD’s absenceAwarded incentives for exceeding sales targets