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. * 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 - Develop and ensure implementation of relevant policies, processes and systems 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 * Lead, coordinate and follow up customer inquiries/complaints in close cooperation with ...
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