A Secret Interview with One of the Unknowns
We are happy to introduce you to Paweł Koc, the Unknown — one of our most mysterious heroes. We managed to ask him a couple of questions during the break between his missions. On a daily basis, Paweł leads direction of customer-facing operations and takes care of the whole working environment.
What made you go into Customer Care industry?
Many years ago, like most of my young student colleagues with no experience, I’ve started my professional career as a support representative. With time came other jobs, but it never left me, the notion that THIS is the frontline, the interface of customer-company relationship, and almost every company I’ve seen before, or even been a customer of, paid very little attention to this area. Almost always I’ve had this feeling, that they care only before you buy. And usually when I did feel satisfied, and taken care of as a customer, the company was a leader of its kind. Coincidence? I didn’t think so. So as soon as I had a chance to make the difference, I came back to Customer Care. For a long shot this time.
Why did you decide to join Customer Heroes?
Well, I’ve got some experience in the past, with the good, the bad and the ugly of customer care. I found it very interesting, what Customer Heroes had to offer with its approach, not only focused on delivering the solution to a partner, but also helping them in project management, training, knowledge base building, recruitment and onboarding of the staff, as well as social media monitoring and many more. This unseen before complexity of service seemed to me like a very interesting business strategy, so I’ve joined, to help make it happen.
What is it like to work at Customer Heroes?
It’s quite fun actually. We are working with bunch of fun and innovative startups, supporting different ideas, products and services, so you never feel bored to death around here. I thought, I knew quite much of the customer care already, but it turned out, there is always something new and fun to learn. The people are cheerful and diverse, the atmosphere is great, and there is no corporate stiffness. ;) I really like it.
What defines the Customer Heroes culture?
First things first — customers go first. Secondly people are respected here. Everyone has the right to express his or her feelings, and ideas, and will be taken seriously. There is no discrimination. There is no strict, minute-by-minute supervision, we believe in earning mutual trust, so we simply gradually give more freedom and privileges to employees, that have proven their worth when dealing with tough cases. We do not punish people, we help them when they encounter difficulties. And if there is any beef to be solved, we solve it by playing competitive video games, not by arguing or force. And there are free lollipops.
What are you looking for in a candidate?
Well, I would like this one thing to be clear to the candidates: usually customers contact support not because they want to congratulate us for the awesome job we are doing [it happens though, and it’s super rewarding to hear], but to resolve an issue. We can teach our Heroes everything they need to know, but they also need to bring in their own compassion, empathy and understanding towards other human beings.
What advice would you give aspiring applicants?
Come and visit us, you will immediately want to work here.
What is the best part of working at Customer Heroes?
It’s not like any other place I have worked in before. The projects are very challenging and interesting, and my team never stops to impress me. And as I mentioned, there are free lollipops. ;)
What is the biggest challenge while managing a multicultural team?
I think the question should be what is the biggest challenge while managing any team. Our team is no different than a monocultural one, except you can learn a few new words for use every now and then.
Funniest situation during your work?
Our TV on the wall broke down. Huge, 60” screen. So I took it off, and tried to balance it on my knee while trying to feel the cables on the other side, not seeing a thing. I asked people around for help, and every guy present suddenly became a TV expert and tried to untangle the wires on the other side, but in the meantime TV was getting kind of heavy… We all struggled not to fell over, and in distress, everyone started using their native language. So imagine six guys fighting with a TV and shouting in Polish, Spanish, Turkish, Portuguese, English and French. It was like a Charlie Chaplin movie, but with sound.
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