We spoke with Vincent Riedstra – our head of Customer Service – about his role, what our hard-working CS department does on a daily basis, and what it’s like to work at Tiqets.
First of all, tell us a little about yourself
I’m a passionate, hardworking professional aiming for one goal with my team: improving the experience of Tiqets’ customers. I grew up in Oegstgeest, nearby Leiden, but moved to Groningen for my studies in business economics. Besides my studies, the most important thing I’ve learned is that you need to have good people around you to get the job done.
Can you give us a brief summary of what your team works on?
The Customer Service department can be divided into a couple of teams: a support team and an operational team. The operational team is mainly based in Gurgaon (India) and is responsible for order fulfillment amongst other things. The team works around the clock to make sure our customers get their tickets delivered via the app or directly to their email inbox. Apart from that, the team works on review classification. At Tiqets, we believe that you can always learn from your customers, so we check every review single-handedly and classify the issues that arise.
What is an average day like for your team? How has it changed over the last year?
The fun thing about working in customer service is that you never know what to expect. My day starts at 8:00 by checking the pending emails and the case management files, which indicate what the priority of the day is. If the entire team is in, we start with the stand-up. This is the moment we use to get everybody aligned and have an understanding of what to expect that day. We could be dealing with a strike in Rome or something like the Yellow Vest Protest in Paris, so the team needs to be ready to act in case customer queries come in. During the day, we respond to customer inquiries via email, phone, online chat or WhatsApp, and reply to reviews. In addition, we check new products going live from a customer perspective.
How would you describe your team’s working style and dynamic?
My team has a hands-on approach and
Does your team get up to anything fun outside (or inside) work?
In the last year, we did an escape room, we had drinks and had a team dinner. This is on top of the regular Friday drinks at the office bar, which members of the team gladly attend.
What’s the most rewarding aspect of your role?
Getting things done as a team, especially during busy or hectic periods. Everyone really works together and operates as a team during those stressful moments. Seeing that kind of team effort gives me a feeling of pride and satisfaction.
Do you have any advice for someone who would like to work in CS at Tiqets?
Join us, enjoy the positive vibe in the team, and help improve our way of working in order to allow our customers to continue having great experiences.
What is your favorite thing about working at Tiqets?
The energy in the team, and the moments during which you become aware that we are building a great product and that we are part of a positive customer journey. The feeling that we are achieving great things solely because we are hard-working, committed to the task, and that we are happy to help each other out when help is needed most.
Interested in joining our customer service team? Head over to our Jobs page now!
Read more about our work at Tiqets on the blog.
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