No boiling water or a flashing light ring—there can be all kinds of reasons why customers call Quooker’s Aftersales & Service department. Jennifer always answers the phone cheerfully. She listens to what’s going on and tries to resolve the issue over the phone—but not before first showing empathy for the customer. “I always offer a listening ear and speak to customers with empathy. That often already takes the pressure off. The customer wants to be heard and to feel understood.”

Step by step “Many issues are easy to resolve,” Jennifer explains. “Others are more complex. Together with the customer, I go through a number of steps to find out what’s causing the problem. If necessary, we look along with the customer via a video connection. If we can’t solve it, I schedule an appointment with a technician.”

Work atmosphere Jennifer worked at several customer service departments before joining Quooker 2.5 years ago. She feels completely at home here. “The atmosphere is very open and friendly—not just in our department, but throughout the entire company. Colleagues take an interest in each other, ask about your weekend, and joke around. If something’s going on, you can easily approach your manager—even with personal matters. I also meet up with my direct colleagues outside of work; we go out for dinner or to the movies.”

Handling difficult conversations Jennifer is known among her colleagues as the cheerful one of the department, but also for her ability to empathize with customers—and that’s important, because difficult conversations are part of the job too. Sometimes the caller on the other end of the line is irritated because their tap isn’t working properly. “In some cases, a tap needs to be replaced, which is of course disappointing for the customer. It’s important to clearly explain why the issue occurred and why repair isn’t possible.”

Dealing with people Jennifer didn’t have specialized technical knowledge when she joined Quooker. “That’s not necessary,” she says, “you’ll gain that over time. During the onboarding process, you go out with a technician and spend time in the Production department, where you assemble Quooker taps yourself. You learn a lot from that. But it’s not the most important thing for this job. What matters most is how you deal with people and your ability to empathize. That’s what ensures a customer walks away from a conversation—and from our company—with a good feeling.”