What does Quooker’s Aftersales & Service department do? When a Quooker does not dispense boiling water or its light ring starts flashing, customers contact Quooker’s Aftersales & Service department for help. Jennifer always answers the phone with the same cheerful attitude. She listens to what has happened and tries to solve the problem over the phone. But first, she takes the time to show the customer that she understands their situation.‘I always offer a listening ear and speak to customers with empathy. That often takes some of the pressure out of the situation. Customers want to feel heard and understood.’

Solving Quooker issues step by step ‘Many issues are easy to solve,’ Jennifer explains. ‘Others are more complex. Together with the customer, I go through a number of steps to identify the cause. If necessary, we use a video call so that we can see the problem ourselves. If we cannot solve it remotely, I arrange an appointment with a service engineer.’

What is the working atmosphere like at Quooker? Jennifer previously worked in several customer service roles and now feels completely at home at Quooker. ‘The atmosphere is very open and friendly, not just in our department but throughout the company. Colleagues take an interest in each other, ask about your weekend and share a joke. If something is bothering you, you can easily approach your manager, even if it is something personal. I also meet up with my direct colleagues outside work. We might go out for dinner or see a film together.’

Handling difficult customer conversations Her colleagues describe Jennifer as the cheerful one in the department. She is also known for her ability to empathise with customers. This is important, because difficult conversations are part of her work too. Sometimes customers are frustrated because their tap is not working as it should. ‘In some cases, a tap needs to be replaced. That is understandably disappointing for the customer. It is important to explain clearly how the issue occurred and why a repair is not possible.’

Do you need technical knowledge to work in Aftersales & Service? Jennifer did not have specialist technical knowledge when she joined Quooker. ‘You do not need it,’ she says. ‘You develop that knowledge along the way. During your onboarding, you accompany a service engineer and spend time in the Production department, where you assemble Quooker taps yourself. You learn a great deal from that.’

‘But technical knowledge is not the most important thing in this role. What matters most is how you interact with people and whether you can put yourself in someone else’s shoes. That is what leaves customers with a positive impression of both the conversation and Quooker.’