Get to know the Volkswagen Group Services Contact Center through the eyes of the person who leads it. In this video, Maria Fernandes takes you inside a team that supports drivers of Volkswagen Group vehicles in German, from Portugal.
On the other end of the line
A customer whose car has German plates calls the team in Portugal. The team takes the call and handles the whole process, from the tow truck to any other roadside assistance that can help the customer.
Staying calm when the day goes wrong
These are stressful situations: people are on the road, sometimes with children. That's why, Maria says, the team needs people with the right profile to resolve the situation, and that's what it has: people with extensive customer service experience.
Remote work, from the north to the south of Portugal
The team works fully remotely, from all over Portugal. For Maria, the big advantage is the balance between personal and professional life: working from the comfort of home, or somewhere with a view like the one in the video.
She was born in Campo Maior, and remote work allowed her to move back to her hometown and enjoy a whole new quality of life.
What comes next
Maria sees the team becoming more and more prepared to support other Volkswagen Group brands, and hopes to work with them too in the future.
