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Mazda brings customer relations in-house

Jorgen Olesen opens Mazda's new CRC

Mazda UK has brought its customer relations offering in-house, officially opening a new call centre within its Dartford headquarters.

A 20-strong team of customer executives will handle all types of contact with Mazda owners and potential purchasers at the new facility which was opened by Jorgen Olesen, the outgoing vice president of customer service and logistics at Mazda Motor Europe on April 1st.

“Our aim is to deliver a personal service that ensures everyone who deals with Mazda feels connected and is positively surprised throughout”, said Andrew Beale, Mazda UK’s head of customer relations.

“Today’s customer expects problem resolution to be fast, effective and easy. They also want to interact in a communication channel they choose, so our new CRC team is invested to go further by satisfying customer demands and delivering effective problem resolution and direct brand interaction in the communication channel of choice.”

With around 5,600 inbound contacts to the business each month, the Mazda CRC team will answer customer queries by phone, email, web chat or social media.

Within the CRC team are specialists in warranty, service, Motability, fleet and product.

Beale added: “At Mazda we recognise the importance of engaging with our customers and keeping it simple for them, we have therefore moved away from the traditional outsourced customer contact centre approach and made a significant investment in creating our own team of passionate Mazda employees working at our new Head Office in Kent.”

Mazda Motors UK aftersales director, David Wilson-Green said: “We’ve got a fantastic product range and now we are investing in people to make sure our customer interaction matches our spirited, stylish and great to drive cars. Having the right people allows us to continue our push for industry leading customer satisfaction and increased brand loyalty.”

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  • Darren Williams (Elements PRMC Ltd) - 04/04/2016 15:32

    A fabulous facility for an exciting brand - One to watch I think