ZOOM in on the job of Customer Adviser with Lucianie Alfred. Discover how Lucianie, with her experience and dedication, brings a human dimension to every customer interaction.
Who are you?
My name is Lucianie ALFRED and I've been working as a customer advisor at Vivetic Group since 2016.
After graduating from high school, I began studying law at CNTEMAD, which I continue to this day.
What's your background?
I joined Vivetic Group in 2016 on the recommendation of a friend. I needed to work to finance my studies, and the company was ideally located near me. They were looking for several consultants for a new client, so I didn't hesitate to take the plunge!
I started working for a fast delivery specialist where I was in charge of answering calls, managing emails and chats for just over 4 years. I also made calls to assess the suitability of applications for delivery positions on the platform.
Since last September, I've been working for an Internet service provider. I'm in charge of outgoing calls to make appointments for internet line connections, and I also inform customers of the reasons for connection failures.
Challenges?
The world of FTTH (fiber-to-the-home) networks and managing conflicting calls have been my biggest challenges. In 60 % of the cases we receive on a daily basis, we are confronted with quite difficult customers, compared with only 20% on my previous assignment.
Indispensable qualities?
To be a good advisor, you need to be very empathetic, patient, a good listener and, above all, able to withstand the pressure and stress of explaining situations to customers while remaining dynamic and smiling. As a customer advisor, I appreciate the human dimension and the fact that I can help customers by responding to their needs.
An anecdote?
As part of my responsibilities, I sometimes have to manage the creation of customer files. Often, customers forget to check the attachments that are supposed to contain their identity documents, and we sometimes receive amusing photos, like those of their pets or something!
