Mazda UK has brought its customer relations centre in-house at its new head office in Dartford, Kent, replacing its “traditional outsourced customer contact centre approach” with its own employees.
The team of 20 customer executives handle all types of contact with owners and potential purchasers.
The centre was opened officially by Jorgen Olesen, the retiring head of customer service and logistics at Mazda Motor Europe and is intended “to deliver first-time customer resolutions”, the automaker said.
Andrew Beale, Mazda UK head of customer relations, said: “Today’s customers expect problem resolution to be fast, effective and easy. They also want to interact in a communication channel they choose.”
The centre handles about 5,600 inbound contacts each month by phone, email, web chat and social media. The CRC team includes specialists in warranty, service, Motability, fleet and product.