Fact checking with: Fayruza Rodriquez – Client Happiness Manager
In the series “Fact checking with…”. We interview our colleagues about their responsibilities, vision and the person behind the expert. Fayruza Rodriguez is Client Happiness Manager at OBI4wan and has been working here for four years. She knows better than anyone how to keep customers satisfied and has experienced the growth of the company up close.
What are your responsibilities as Client Happiness Manager?
Client Happiness Managers are the first point of contact for customers, that is our most important task. I am in contact with customers via chat, telephone and mail and have to deal with a variety of questions, mainly from communication professionals, webcare managers and customer service employees. The questions are very diverse, as are our solutions. In addition to answering ‘standard questions’, we also offer help with, for example, making reports. Customers also ask us for advice, for example how to deal with negative reporting on Facebook. So we not only work reactively, but always try to think one step further as much as possible in order to be able to help the customer. Every Client Happiness Manager has ‘all-round’ knowledge and is therefore up to date with everything.
Can you describe the latest trends and developments in the customer service landscape?
In customer service landscape chatbots and live chat are really booming right now. These two products are popular in organizations. Since last year we started offering live chat, a tool developed at OBI4wan. It is an accessible way to contact us. The popularity of chatbots has also increased enormously in the past year. The chatbot is our newest product since last year. We receive daily questions about chatbots, from both customers and other interested parties. We also notice that in the past one and a half to two years there has been a big increase in one-on-one contact, mainly via Whatsapp. What does your working day consist of?
What does your working day consist of?
My working day is largely determined by a fixed division of tasks in the team. We divide the communication channels per person and work in shifts on mail, telephone and live chat. Since we are here to help our customers, our work is mostly depending on external factors. If something is wrong with a platform, solving this takes priority over other tasks. There’s never a dull moment! You never know what the day brings.
One of the projects for next year is to enrich the Help Center with new information and update it with informative video content, such as webinars with the most frequently asked questions. We strive to make all information about our products even easier to find, so that we can explain as simply and completely as possible how processes on certain platforms work. For me personally, the day is a success our customers ar satisfied. That’s what my job title says! We prefer happy customers of course, that’s what we strive for.
What makes OBI4wan special to work for?
Our customers like the fact that we offer everything, most professionals are also looking for an all-in-one tool. We have worked hard last year to make this possible and I think we have succeeded very well! We have the data, you can report, publish and use chatbots, there is live chat and Whatsapp. I think OBI4wan has a unique offer and position on the market.
“Our customers like the fact that we offer everything, most professionals are also looking for an all-in-one tool. We have worked hard last year to make this possible and I think we have succeeded very well I think OBI4wan has a unique offer and position on the market”
I have been working at OBI4wan for almost four years and it has never been the same or boring. In those four years very much has changed. When I started we were still somewhere in the back of the center in Zaandam in a small room with ten people and Star Wars on the wall. If I compare that with now, we have become bigger and more professional. We are operating internationally and have added products. Fortunately, everyone goes along well and as colleagues we are open and informal to each other. The cooperation is fine and there is no strong hierarchy. We think along with each other and together we ensure that we have satisfied customers.