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 measures. Manage the goodwill and goodies budget for the business * 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 * Define, measure and ensure KPIs, report them to MAF/MMNL/MMB/MME Management and lead MME to take corrective actions if necessary - Manage external business contacts including - if applicable - their selection, termination and management as well as the monitoring of their effectiveness * Do you have min 5 years of experience in customer service management environment?
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