Job Description - BDC Project Lead Specialist (MER00035PO)
Description
This position is integral to the project team responsible for establishing a sales call center, known as the Business Development Center (BDC).
The methodology will leverage a blueprint provided by MB headquarters, refined for MBK conditions using insights from existing BDCs in other markets.
Responsibilities include defining processes for inbound and outbound call activities, system requirements, supporting the system build, conducting user testing, creating an organizational structure, and establishing recruitment and training plans. Key management indicators will also be developed.
The role will further refine the end-to-end customer complaints process across BDC, MPC, and dealer networks, and align the customer courtesy car program development with MB's luxury project initiatives.
Daily support of MBK call center, monitoring key performance indicators, will also be key responsibilities.
Post project, this position will be responsible for the operations of the BDC.
• Develop inbound and outbound call service strategies to improve customers' purchase experience satisfaction through the call center and contribute to sales performance.
• Identify and define the IT systems needed for efficient BDC operations and online sales, support system development.
• Develop and execute a thorough test plan to verify user-friendly interfaces and functions.
2. Designing BDC organization structure, workforce planning / Developing training programs
• Design an effective organizational structure and workforce distribution for optimal BDC operations, detailing roles and responsibilities across teams.
• Develop a training program to ensure that BDC call center agents are up-to-date on the latest sales strategies and customer service skills.
3. Managing performance and reporting tool development
• Set clear and measurable performance indicators (KPIs) to evaluate the performance of each team and individual.Collaborate with IT to develop a reporting system
4. Design customer complaints handling process / Courtesy car program establishment
• Develop a comprehensive end to end process to effectively handle customer complaints from receipt through to resolution, ensuring a seamless and effective operations.
• Design a program to enhance customer loyalty in line with MB's luxury project initiatives.
5. Daily operations support for MBK CCC (Customer Contact Center)
• Monitor and manage daily activities within the Customer Contact Center to ensure all operations align with set standards and targets. This includes overseeing the performance of call handling, response timeliness, customer satisfaction, and issue resolution.
Qualifications
Education
Experience
3 or more working experience
Specific knowledge
Proven knowledge of sales driven call center
Guidelines
1. Applications are open to individuals without disqualifying factors for overseas travel. (For males, completion of military service or exemption is required.)
2. Preferential treatment will be given to individuals eligible for employment protection (e.g., war veterans, persons with disabilities) in accordance with relevant laws and regulations.
3. If discrepancies or false documents are found during the application and selection process, the hiring may be revoked.
4. Mercedes-Benz Korea conducts the hiring process in compliance with Article 7 of the Gender Equality in Employment Act.
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