Isabella Spires

• Handling technical enquires from the workshops regarding Insurance and spare parts
• Organization and coordination of Insurance Claims and damage handling
• Scheduling and following the Workshop booking for damage repairs
• Keeping the contacts with internal and external stakeholders to improve processes

• Actively coordinating an escalation of part logistics and technical cases/diagnosis and active involvement with the UK and Spanish HQ, Account Service Managers and HQ/AMG

• Actively monitoring breakdown cases and steering them
to ensure the car is back on the road as soon as possible

• Managing product complaints and trends to
feedback to our AMG HQ and ensure the customer is
kept updated within the agreed timelines

• Steering escalated cases related to part delays, Technical cases, chasing feedback from retailers; ensuring that our end customers' concerns are dealt with efficiently and their cases brought to a satisfactory conclusion
• Enhanced skill sets of new staff members by offering personalised guidance, aligning their knowledge with company products and protocols
• Assisted with team members' needs, facilitated manager callbacks, and evaluated goodwill requests
• Addressed complaints received by the Board of Management at Daimler A.G and elevated issues to the CEO of Mercedes-Benz UK PC Ltd, Mercedes-Benz Vans Ltd, and Customer Services Director at MBUK.

• Resolved after-sales service issues, technical and product topics, and general company-related inquiries while ensuring accurate handling of customer concerns and queries.

• First contact resolution for customer service and pre sales enquiries. Communicating with all types of individuals and organisational levels.