Desiree Van Der Merwe

Managing of the roadside assistance/operations support service of the Customer Interaction Centre in the various brand segments in terms of, KPA’s and associated KPI’s and specific measures agreed and monitored with team leaders in order to maximize performance and customer delight and minimize cost per transaction. Manage roadside assistance/operations support in terms of outcomes, volumes, projects, with costing, including managing income and expenditure relative to provisional funding.

Leverage relationships between key stakeholders, dealer management and working groups through personal contact, meetings and reviews of service level agreements in order to achieve outcomes based performance on the premium segment customer care concerns. The final intent is the constant improvement of CSI and customer satisfaction with sound service delivery.

Develop business ventures associated with the roadside assistance / operations support to entities within and outside the organization in order to ensure the CIC meets its targets in respect of customer service, whilst decreasing cost of delivery

To co-ordinate and ensure that all customer complaints within Volkswagen Group South Africa are handled timeously in order to restore the Customer’s confidence in the organization and/or product by effectively settling of all business matters in a fair, efficient and professional manner:

Facilitate all customer contacts on behalf of senior stakeholders.

Foster sound working relationships with Senior Dealer Management.

The final intent is the constant improvement of CSI and customer satisfaction with complaint resolution.

Handle all necessary communication between customer and the Volkswagen Group (telephonic and written)

Gather all facts necessary and provide responses on behalf of the Volkswagen Group with regards to all safety related concerns reported

All matters raised within the MD Office have specific timeframes for providing feedback

Computers,Accounting,Office Practice,Communication