Customer Care Trainee

Customer Care Trainee

8/3/26

Mexico City, Mexico

Prepared by (Name, Incumbent)

Andrea Quijada

Date

Organisational Fit

Function Code Jobcard no. (optional)

SF-O-LA-2

Function Title

Customer Care Trainee .

Reports to (pls indicate position code)

Direct/disciplinary

SF-O-LA

Indirect / functional

0

Internal

External (e.g. Temporary workers)

0 0

0

# of employees in area of responsibility # of functionally lead employees

0  0

0 0

Role of the described function (pls check where appropriate)

Employee

x

Project Management, functional Leadership

Disciplinary Leadership

Leading of disciplinary Managers

Job Scope

Financial Indicators / Key data for which this function is responsible.

Volume (e.g. units)

Portfolio Retail 35,000 customers

Sales Target

Contribution margin

NA

Budget

Investment

NA

Others (e.g. number of retailers, Marketing agencies, Derivates, etc.)

Dealer Network, RSC, NSC, SLP Plant, Vendors .

Geographical scope (areas/regions/countries) based on employees and responsibility of the function

SF-LA-O-2

Scope of responsibility

Products/ Modules/ Components (e.g. Car, Motorcycle, Modules referred to module structure, Components, etc.)

(SELECT, Leasing, Loan, Insurance, Owner’s Choice)

Services/ Enabling/ Provision of Services (e.g. Sales, Aftersales, Financial Service, HR, etc.)

CIS, EOT, ET, Customer Experience support, vendors steering.

Others (e.g. License business, etc.)

NA

Internal / external interface partners (pls list without abbreviations)

Internal (main Interfaces, e.g. Quality Network, Production Network, etc.)

NFSC (SF2- LA, SF2-LA-F, SF2-LA-V, SF2-LA-S), Purchasing, IT, Commercial Finance.

External (Authorities, Suppliers, Service providers, etc.)

CRM agencies, Dealer Staff in Mexico, external vendors I

Purpose & Key accountabilities

Responsibility of the function according to TCR documents of FO (Copy and Paste of the Responsibility within theTCR)

Key accountabilities of the function (pls. use suitable verbs as agree, verify, operate, support, prepare, decide, etc.)

Monitors Call Center operational performance and customer experience results, identifying risks, service gaps and improvement opportunities. Coordinates operational governance with Call Center service provider, leading performance review meetings and ensuring timely execution of agreed actions, commitments and improvement initiatives. Supports complaint management activities by consolidating information, monitoring resolution progress and coordinating follow-up actions with responsible parties. Identifies recurring customer pain points, operational issues and service failures, providing insights and recommendations to support Customer Experience improvement initiatives. Supports business initiatives, process improvements and system enhancements through testing, documentation and implementation follow-up. Coordinates administrative activities related to external vendors, including invoice validation, payment requisitions, purchase orders and approval follow-up. Maintains oversight of vendor contracts, service deliverables and vendor-related expenses, supporting budget monitoring and timely processing of supplier payments. Develops and maintains process documentation, operational procedures and tracking tools to improve operational efficiency and transparency.

Impact on innovations and changes (What is the expected extent of change of a function in terms of processes, systems, etc.?)

• Drives continuous improvement across customer-facing processes by identifying operational gaps and ensuring execution of corrective actions. • Strengthens