Meet our Client Care Team part 2: Marc, Anna, Lavinia.

Welcome to the second edition of our Client Care Team interviews! Find part 1 here.

Our team helps the ExoClick client base providing 24/7 multilingual assistance. This week, we want to introduce your to Marc, Lavinia and Anna!

Marc - Client Care Team Lead [SP & EN] Tue - Sat (07:00 am - 03:00 pm)

Tell us a little bit about yourself!?

I was born and raised in Barcelona (Spain) where I still currently live. When I was younger, I practiced Taekwondo professionally and studied to become a sound technician and producer, something I ended up doing only as a hobby. I worked in different companies, ranging from gastronomy to tech, and usually as a Team Leader or Manager. All my years of experience helped me to improve my organizational skills, team-management abilities and, most important, my empathy. Currently, I am in the last year of my Bachelor’s degree in Psychology, a field which I have always been passionate about. I have many hobbies! Watching TV shows and movies (sci-fi, thriller, action, true crime…), learning about psychology, sound & video editing, video games and board games, trekking and hiking, martial arts… Sooo many!

What are your primary duties??

As the Client Care Department’s Team Leader, my duties and responsibilities are to provide both our clients and my team members with help with anything they need and to assist and backup the Client Care Director when it is required. Also, I am constantly reviewing our communication with Clients to ensure that it meets our quality standards and to come up with new ideas or feedback in terms of improving our service and boosting the team’s motivation.?

My main motivation is helping people, no matter if they are Clients or team colleagues.?

Give us an example of how you created something to make Client Care better!

I thought of a motivational project in which we implemented gamification for the Client Care team. It was a strategic attempt to enhance services by creating similar experiences to those encountered when playing games in order to motivate users, focused on the main Client Care team’s KPIs. I am really happy to say that the project was really well-received and people were motivated. We saw an improvement on most KPIs compared to previous periods and some new joiners showed extraordinary results.

Anna - Client Care Specialist [ES, RU & EN] Wed - Sat (9:00 pm - 07:00 am)

Tell us a little bit about yourself!?

I studied Finance and banking and used to run 2 small businesses. My working life is very eclectic: I have worked for a start-up, and have changed industries several times starting from real estate to the restaurant business. My Hobbies are: beach volleyball, crossfit, hiking, traveling, and cooking.

What are your primary duties? ?

My primary duties in the Client Care Team are providing professional customer service, resolving the issues and ensuring customer satisfaction - I really, really enjoy interacting with the clients and sorting out their issues.

I've been working in the Client Care Team for less than a year, yet I have already witnessed amazing examples from my colleagues on how to provide the best service to clients, which is the best source of inspiration to fulfil my duties!?

Give us an example of one of your biggest challenges and how you solved it!

?I guess that my biggest challenge is detecting technical issues and adopting the client’s point of view in order to provide relevant solutions. Because I am fairly new in the field, it is an ongoing learning process - It always gives me the best feeling of achievement and excitement when I get to sort out client issues!

?I feel so blessed to work at ExoClick with the best colleagues I’ve ever had. Here you are constantly growing as a professional, always finding new bits and pieces to improve. At the end of the day, we all are working hard to make our service more human, and more friendly - Of course, always keeping it professional. Before working here I can say that I had never received a hug from a happy client!

Lavinia Neagu - Director of Client Care [EN & RO] (Business hours)

Tell us a little bit about yourself! ?

I graduated from the Western University of Timisoara and I worked as a language and literature teacher for a few years. It was a position that taught me how important communication and decision making is when working with people, as well as listening and being flexible to achieve a common goal or fulfill individual needs - We can reach said goals only when we actively listen! Some of my hobbies are reading, baking, and traveling.??

What are your primary duties? ?

My primary responsibilities are to plan, develop and manage the team’s and the client's projects. From internal processes to external communication, the focus is always on the development of the team skills in order to help customers achieve their goals. I also help with various team initiatives to help drive sales for different ad formats.

What do you like the most about your job? ?

I enjoy the opportunity to work with great professionals within my team, and across all the companies within EXOGROUP in general, in order to offer the best quality service to our customers. The Client Care team collaborates with all the departments to offer personalized solutions to our customer’s needs.?

Thinking of joining the ExoClick Team? Find out about?our available job roles!