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The Customer Service Department is one of the company's most important contact points with its customers.
That's why we place a special emphasis on it and try to shape the customer experience in the most positive way possible.
This isn't always that easy. It requires motivated, well-trained employees and modern infrastructure.
Customer Service Centre. Who is behind it?
Previously, I did three years of training at an insurance company and then stayed for a further year.
Then a friend told me that a position had become vacant here.
I applied and was able to get an idea of what it was like here -- it appealed to me immediately.
My boss then also hired me straightaway.
Our job here is to answer general questions from customers. Mostly about invoices, offers, or generally about contracts.
We don't deal with claims, however.
What I like most is talking to customers and being able to help them.
I also think it's great that our team isn't just made up of young people,
but also has older employees with whom to share and discuss experiences.
To do the job well, you have to enjoy talking to customers.
When you have older people on the phone, you need to be very patient.
You should enjoy explaining things and you can't let yourself get easily annoyed.
You always have to be interested in what the customer has to say.
What I think is most difficult is when customers are already angry when they ring up -- and you first have to calm them down.
Our line managers here treat us all the same -- whether it's the top boss or my team leader.
Flexibility is an advantage in our job.
In the mornings, our main focus is on answering emails from customers and advisers
After that we get on the phones and we're mostly on the phone for the next six hours
The remaining time is set aside for dealing with post -- questions that customers ask in writing. We can schedule these hours ourselves.
In October 2013, I'll start on the examination to become an agent, so that I can also sell insurance policies
-- as we don't sell insurance here but support the advisers.
And then in 2014, I'll start on the certificate to become an insurance specialist.