They are usually the main point of contact when it comes to managing customer cases. Two BMW customer service advisors, CJ and Jia Yit, take some time out to answer some questions about the work they do to help customers with their servicing needs.
Can you tell us more about what you do as a BMW Customer Service Advisor?
We manage customer cases as they come in and be their trusted contact point when they need advice on their cases.
How do different customer aftersales enquiries reach your desk?
Customers can reach us via different channels. These include online contact form, social media, our hotlines and digital showroom.
Tell us about a case that the team helped to resolve.
A customer had a nail stuck to the tyres and reached out to us on social media for help. We spoke to the customer and ascertained the severity of the nail puncture, which fortunately was not too severe. BMW cars are equipped with run-flat tyres, which are able to travel up to 80km/h even after a puncture.
How do you work with BMW technicians once a vehicle is brought in the service centre?
We liaise with customers and note down their comments and what is required on the repair order. This would be sent to the workshop where our technicians will look into the jobs required to be done for the day.
When it comes to insurance, how do you help customers with their claims?
Here at Performance Motors, we serve as a one-stop solution for customers in the event of an accident. As an Approved Reporting Centre for a wide range of insurance companies, customers can leave it to us when it comes to reporting, repairs and claims recovery.
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What would you recommend if a customer needs maintenance and servicing in the fastest time possible?
Customers can opt for BMW Fast Lane Service. This is a convenient express service with flexible scheduling to help them make optimum use of their waiting time.
Can you tell us more about BMW Service Inclusive?
For worry-free servicing and maintenance, customers can sign up for a comprehensive BMW Service Inclusive (BSI) package. We will take care of the servicing, maintenance and any replacement required using Original BMW Parts.
What options are available to owners for dropping off or collecting their vehicles?
With BMW Contactless Service, we can liaise with our customers to have their cars picked up and delivered to the location of their choice.
We also have a convenient Drop-off Service at Authorised BMW Service Centres that allows customers to leave their keys at the drop-off box.
Any tips for customers to ensure their BMW is in peak condition?
Each BMW car has an in-built Condition-based Service maintenance system that monitors and identifies components that require servicing.
It also gives alerts to the owners via the car’s InfoDisplay and iDrive Control Display. Once the system is triggered, it is time to schedule an appointment with us for a vehicle check.
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(A video copy of the interview first appeared here.)
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