From studying tourism to Customer Service Manager
20 years ago, I had the opportunity to do my internship at TUI. I was immediately sold, after the internship I started working as a customer service agent. After a few years, I got the chance to join the booking support team. Negotiating with hoteliers, using different languages and finding solutions for customers was a perfect combination for me. My career continued as a team leader. A few years ago I got the opportunity to work as manager of the Customer Service center.
Managing the customer service center operation by sales and services.
Managing the customer service center operation in a B2C and B2B environment by giving the best service, the most efficient worfklows and engaging our teams on different locations. Within the customer service center, we deal with customer contacts on a daily basis. I make sure that everything runs smoothly operationally for both the employee and the customer. The combination of sales and services to customers means that we have to be able to switch quickly. We are the first point of contact at crisis moments such as strikes, operational changes and Health and safety issues.
Working with different teams
In case of emergencies or sudden events, letting the different teams work together with the same goal, namely helping our customers. Colleagues from different teams can help each other and can assist if necessary.
Multiskilling and flexibility are key words and it gives a great satisfaction when everyone from different departments or sub departments can act as one team.
Every day is a new challenge.
Even when we’re in low season, every call you receive is different. Every client or travel agency has his own demand, request, problem or even way of communicating. But they all want the same : someone who will and can help them no matter what. This makes it challenging sometimes but at the same time gives you the drive knowing that you can make someone happy.
My teams and I have won several aword for sales and service
In 2016 and 2017, I won the award for teamleader of the year. this is still something I'm very proud of.
