Catarina DuarteBehind every call, email or digital interaction there is a person. And that human dimension is at the centre of the work done by the Volkswagen Group Services Contact Center teams.
In customer support, answering a question is only part of the job. Understanding what each person needs, listening, finding solutions and turning a potentially difficult situation into a positive experience are also essential parts of good service.
More than answering: building relationships
The Volkswagen Group Services Contact Center teams support customers and partners in different European markets, working with several brands, projects and business areas of the Volkswagen Group.
The operations include support related to electric mobility, notably through projects linked to Elli, the Volkswagen Group brand dedicated to charging solutions and electric mobility services.
In every contact, the aim is the same: understand the situation, give the information needed and, whenever possible, find a solution in a simple, clear and efficient way.
A multicultural team for international markets
Diversity is one of the features of the Contact Center teams in Portugal. Different nationalities, cultures and language skills make it possible to support customers in several European countries, including Germany, France, Italy and Spain.
This international side takes more than knowing languages. It takes adaptability, cultural awareness and a way of communicating that builds closeness, even when the contact happens at a distance.
What makes the difference in customer service?
Good Contact Center service combines empathy, the ability to listen, initiative and knowledge.
Every interaction is an opportunity to strengthen the relationship between the customer and the brand. Often, what makes the difference is not just finding the right answer but how that answer is given: clearly, professionally and with a genuine wish to help.
That is also why the Contact Center teams play an important role in the overall customer experience. A positive contact can build trust in the brand and a longer-lasting relationship.
People supporting people
Contact Center work can be done remotely, allowing the teams to support different markets from Portugal.
But whatever the channel or the location, there is one thing in common: people helping people.
It is this combination of technology, knowledge and human closeness that allows the Volkswagen Group Services Contact Center to keep evolving and to respond to the new needs of customers and of the Volkswagen Group's different businesses.