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. * 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. * Escalate MLE CRC cases when necessary and follow up * Supervise contact of MLE CRC with MAF/MMB/MMNL dealers and interfere in escalated cases if necessary * Improve involvement of MAF, MMB, MMNL dealers in case of customer complaint handling by identifying processes and system requirements
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