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, 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 measures. * 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 * Coordinate tasks between Marketing, Sales (Fleet) and Customer Service * Do you have min 5 years of experience in customer service management environment?
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