ビー・エム・ダブリュー・ジャパン・ファイナンス株式会社/ BMW Japan Finance Corp.
Senior Specialist, CIC (Customer Interaction Center) (SF3-JP-S-2)
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職務内容
Job description
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・ The Customer Interaction Center, Senior Specialist is accountable for one of the modules in the CIC. This includes day-to-day operations, people management, target achievement and continuous process improvement. Span of control extends into services provided to the BMW Japan Corp. and includes managing the relationship and interface to the BMW Japan Corp. CRM to ensure that a joint and optimized customer service is delivered in the market.
・ Specifically, the CIC, Senior Specialist will be responsible for the following tasks:
1. Customer Experience Projects
At BMW Group Japan we are continuously seeking to improve our customer experience. For this we have multiple projects running in parallel at any given point in time. These projects need to be organized and tracked to ensure the best possible impact for our customers. With the support from the CIC Manager, you will play a key role in driving these projects.
2. Process Governance
All modules of the call center have different requirements and processes. These need to be documented and well understood by all stakeholders. Your responsibility will be to within the framework for the Process Governance.
Processes and systems keep changing and new efficiency gains can be realized. You need to be aware of these possibilities and proactively change processes accordingly.
3. Contract Management
You will be responsible for managing the ever-changing landscape of requirements for our call center supplier.
New needs arise and old requirements become obsolete. This natural cycle needs to be quantified and reflected into the contract(s) we have with our suppliers.
Engage in communication with both the supplier, internal business departments and Purchasing to find the best possible solution and to manage expectations.
4. Relationship Management
For this position you will be required to interface with a multitude of internal and external stakeholders.
As CIC we are in the unique position to catch the customer’s voices, package them meaningful insights and communicate those throughout the entire company.
Once the actionable measures have been developed by the responsible departments, we are partially responsible for their implementation. Also, we will be able to track the results and the improvement in customer satisfaction.
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登録資格
Job qualification
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・ Bachelor’s degree required, Master’s degree is preferred.
・ 5 or more years as in a call center/experience in steering a call center.
・ 3 or more years in a business department in Financial services or a Customer facing position.
・ Japanese and English native or fluent language skills
・ Strong communication skills in writing, speaking, and presenting
・ Time management to keep due dates of deliverables are essential, and excellent coordination skill with many stakeholders is needed.
・ Solid understanding of data driven process steering
・ Good knowledge of financial service processes and/or call center business
・ Strong analytic thinking and structuring
・ Ability to work in fast-paced business environment with strong organizational skills.
・ Self-motivated, results-driven and strong attention to detail.
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勤務地
Location
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Tokyo HQ (Shiodome)
東京本社（汐留）
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