Leading the MLE CRC team being responsible for the customer inquiries/complaints from the markets of France, Belgium and Netherlands, including goodwill sign off, reporting and coordination of tasks between internal departments, dealers and customers. Standardise customer handling processes for the three markets, following up critical escalated customer cases as well as by implementing a management reporting system to identify trends and develop counter measures.
RESPONSIBILITIES:
Support an appropriate and ambitious strategy and manage its implementation
- Manage strategic development of the MLE CRC structures for the markets of France, Belgium and Netherlands.
- Support European strategic initiatives.
Manage the MLE CRC team as well as customer satisfaction initiatives / processes to ensure that customer satisfaction levels are on target
- Coaching and development the CRC employees in order to make optimal use of and develop the competencies, skills and know-how and to work as a well-functioning team. Meet with direct reports on a 1-2-1 basis at least once a month to discuss objectives, development and other issues.
- Ensure that the MLE CRC handles complaints and inquiries on time, correctly and in line with our blueprint values for the Dutch, Belgium and French market. Provide a first escalation point for the CRC team and handle direct customer contact as required, but minimum 10% of your working time. In peak times support more. Represent the CRC team in escalations to CS Directors when required.
- Identify and address blockers that affect the performance of your team (resources / processes / time etc.) and discuss these in a timely way to support them in finding a suitable solution to the problem.
- Pro-actively manage the underperformance of direct reports and provide ongoing feedback to support them improving their performance in the future.
- Adopt a consistent view regarding processes / policies / resources understanding and demonstrating the importance of driving this within your team. For instance ensure that your direct reports adhere to core policies such as working shifts.
- Contribute to regular best practice sharing within the European CRCs with regards to measure and improve customer satisfaction.
Manage the goodwill and goodies budget for the business
- Develop a strategy how to handle goodwill for the MLE CRC in alignment with the MAF, MMB, MMNL
- Take responsibility for and control the goodwill/goodies budget provided by MLE, MAF, MMB, MMNL as well as sign off of goodwill requests in the CRM system and report them to the markets
Manage implementation and maintenance of processes to handle queries and issues from customers and dealers / authorised repairers
- Define, measure and ensure quality standards for the CRC
- Define, measure and ensure KPIs, report them to MAF/MMNL/MMB/MME Management and lead MME to take corrective actions if necessary
- Escalate MLE CRC cases when necessary and follow up
Develop and ensure implementation of relevant policies, processes and systems
- Regularly review policies and procedures relevant for the MLE CRC and identify improvement opportunities
Facilitate the implementation and optimisation of relevant IT systems to support relevant business processes and the CRC
- Be responsible for the continuous optimization of the IT systems
Manage external business contacts including - if applicable - their selection, termination and management as well as the monitoring of their effectiveness
- Ensure that processes and data of other call centers (e.g. Roadside Assistance, Marketing agencies) are aligned within MAF/MMB/MMNL
- Supervise contact of MLE CRC with MAF/MMB/MMNL dealers and interfere in escalated cases if necessary
Manage cooperation with internal interfaces to support shared planning and mutual understanding
- As BO of CRC, be the single point of contact and the key interfaces with MME regarding the all applications used in your department and the processes related to the application
- Coordinate tasks between Marketing, Sales (Fleet) and Customer Service
- Lead, coordinate and follow up customer inquiries/complaints in close cooperation with relevant parties in the respective markets
- Improve involvement of MAF, MMB, MMNL dealers in case of customer complaint handling by identifying processes and system requirements
EXPERIENCE AND KNOWLEDGE
- Do you have min 5 years of experience in customer service management environment?
- Are you fluent in Dutch, French and English? (Mother tongue Dutch or French)
- Are you people oriented and do you love to connect, inspire and coach?
- Are you a team player with intercultural skills?
- Do you have excellent communication skills?
- Do you have an enthusiast and dynamic personality?
- Are you structured and organized?
- Are you passionate about automotive and willing to share the passion for the Mazda brand?
- Are you willing to help to build the future of our brand?
Are you interested : apply today : schevernelsc@mazdaeur.com
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