Employee Recognition - Celebrating Alfred's and Guillaume's work anniversaries

We interviewed two of our Customer Support Excellence colleagues last month. Alfred celebrated his third year of employment with us, while Guillaume celebrated his second. ??

• Can you describe a typical day in your role? What are the key tasks and responsibilities you handle?

Alfred: To begin, I follow up on CSAT reports and notify the L1 Manager. Then I am ready for my daily coaching meetings with the CS Agents.

Following that, I review the monthly Pawadesk report (which tracks our CS Agents' performance and quality score) and provide suggestions on what may be improved. If there is still time, I look for tickets for the following day's coaching session.

Finally, I communicate any developments through our internal channels to maintain effective cross-departmental communication.

Guillaume: When I arrive at the office, I review the daily roster to organise my coaching sessions with the agents who are working that day. Then I check my calendar to see if there are any other meetings scheduled for that day and I prepare all relevant reports, such as the follow-up report and the CSAT report, making notes of all the necessary suggestions. Following that, I conduct my reviews with the agents. Later, I have a coaching session that normally begins around midday.

• What motivated you to pursue a career in Customer Support Excellence, and how does it align with your personal goals and values?

Alfred: I'm driven primarily by my desire to learn new things, big or small, and take on new responsibilities so that I'm constantly growing as an employee and contributing more to my team and organisation.

Guillaume: Helping others improve has always been a passion of mine. Therefore, when I saw the chance to apply for this position, I didn't think twice because it fits with my own objectives and enables me to get the best out of my agents and colleagues.?

Throughout your career in Customer Support Excellence, what are some key learnings or insights that have significantly impacted the way you approach your work?

Alfred: A key insight will be that having mutual respect, common aligned goals, open communication, and patience can all help build a successful team.

Guillaume: One of the many company benefits available is the access to a learning and development platform called Udemy, where I have taken courses that helped me to become better in my role, such as practical leadership skills, communication with empathy, management coaching, employee performance, and essentials for career development.

Looking ahead, what are some of your aspirations or goals? Are there any specific areas you wish to explore or develop further to enhance the support we provide to our customers?

Alfred: I aspire to play a significant role in developing a world-class team that consistently provides exceptional support to betPawa users, as stated in the vision statement for support excellence.

Guillaume: One of my main objectives is to ensure that team Cameroon and DRC consistently achieve high client satisfaction ratings.?Also, broadening my knowledge in Customer Service and becoming a Certified Customer Experience Management Professional is one of my greatest wishes. It will enable me to have a broad perspective on how to find the best methods for leaving every interaction with our clients delighted.

Based on your expertise in Customer Support Excellence, what advice would you give to someone who is new to this field? Are there any specific skills or qualities that you believe are crucial for success in this role?

Alfred: Support Excellence is a great field! My advice would be to have a positive attitude at all times, always demonstrating the willingness to learn, to help and work hand in hand with agents and colleagues, and to have fun as well ????

Also among the necessary skills or qualities crucial for success in this role are good communication skills (actively listening, communicating right and always providing sufficient feedback), good interpersonal skills, problem solving skills, basic analytical skills and good coaching skills.

Guillaume: We need to be friendly at all times. Always listen first before providing solutions. We need to always make sure we communicate with the agents at all times so that they can feel comfortable to reach out to you at all times. For skills, it is important to develop emotional intelligence skills, problem-solving skills, data analytics skills and coaching skills. These are just a few skills which I believe are key to this role.?

?? We would like to extend a heartfelt thank you to Alfred and Guillaume for taking the time to share their experiences and insights in this interview!?#teamPawa ??