Catherine Villa, a Customer Service Officer with NTUC Income Contact Centre in Singapore shares her story with ContactCentreWorld.com on what it's like to work in her shoes for a day.
A box of chocolates. It is a GIFT! I say to you.
Imagine that you are holding a box of chocolates wrapped beautifully with a red ribbon bow given by a dear friend on some random day. You are surprised! You feel the excitement - you suddenly feel your blood rushing through your veins eager to know and taste what is inside the box. It is a GIFT definitely! Then you find out after opening it that you have a wide variety of flavours inside, some of which you do not fancy but then you see your favorites. You have got dark chocolates, rum raisins, strawberry, coconut, durian flavour and a lot more. It is a GIFT definitely for me!
Everyday as I travel to work I always wonder what is in store for me, just the same as the box of chocolates, I should say. I feel the anticipation, excitement and eagerness to start my eight hour work shift. So I sit at my station, turn on my computer and wait for a call to come in. I guess it is human nature to hope that everything goes smoothly as what we have planned for the day. Of course, it is not always your favorite chocolate that you will be having when someone gives you one. It is not always a walk in the park and it is not a piece of cake either.
I will not use the word "difficult or hard" to describe my day or my role as part of the contact centre world as a customer service officer but I would say that it is exciting, colourful, flavourful and a roller coaster ride at the same time. I remember a policy holder called in not too long ago. Of course, how can I forget someone who gave me so much to remember? We are of the same name. Cathy. The bulk of our conversation mainly consists of her talking about what she wants done. But do not get me wrong, she is quite nice and she knows what she wants. She had requested for a document that she needed urgently so much so the next day. According to her, the document needs to be submitted to her bank so she can avoid some penalties. Some would even say what we do is easy, since we only sit and answer calls the entire day but then, you see, it’s not always the case. For Ms. Cathy, it is a different story. She is kind of special and that I will not forget for a long time.
Having said that, I need to stand up and move. So, I stood up walked over to our Admin officer, collaborated with her so she can prepare the document that the policy holder needs. Since she urgently needs to receive the document, I had to arrange a doorstep delivery. Everybody is busy attending to other customers’ concerns so I need to step up and do what needs to be done. At that time, my priority is for her to receive the document the next day. I managed to get permission to go to the nearest post office. Alas! I have dropped it in the mail box and hoped that she receives it the next day. Fingers crossed. The next day, sometime in the afternoon my colleague received a call from her. She was looking for me. I did not get to talk to her though. I was on a call with a different customer. She told my colleague to tell me that she received the document and she is thankful.
What I did for the customer is not something extravagant but helped her greatly. What I did is a simple act which made a difference. It is a two-way win I should say. I was able to help her and it felt rewarding.
In this roller coaster ride, I know that I am handed a beautifully wrapped gift. The gift of being part of the contact centre which I will graciously embrace everyday. The gift of rare opportunity to be able to extend help to people I have not even met in person and if I am lucky enough I also get to touch people’s lives every day. I may not like everything that I get whenever I receive a call but it is all worth it, every minute, every second of my day.
Somebody even told me that I should write something funny but I chose not to write funny things about what I do or how I spend my day at work. My day can be funny at times but I would like to describe it with passion and pride.
So everyday, "A Day in the Life of a Customer Service Officer" – I get to receive a precious, priceless and a very rare GIFT as a Customer Service Officer, like that of a box of chocolates, full of surprises, excitement, challenges and a lot more. You will never know what you are going to get. All you have to do is to enjoy it.
About Catherine Villa:
Catherine Villa is a Customer Service Officer with NTUC Income and is based in Singapore.
NTUC Income, a co-operative insurance society formed in 1970, was initiated by Dr. Goh Keng Swee. With a modest capital of S$1.2 million, we have become a leader in Life and General Insurance with total assets of S$21.3 billion. Today, we have more than 1.8 million policyholders placing their trust in NTUC Income Insurance Co-operative.
Published: Monday, October 24, 2016
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