Meet Daniel, our new Customer Service and Experience Manager
PostedMonday November 9th 2015
There is a changing of the guard taking place at VentraIP Australia with a number of new appointments that we hope will bring a fresh approach to many areas of our business as we continue our extraordinary growth.
We’d like to introduce you to Daniel, our new Customer Service and Experience Manager who has taken over the role from Branden who has decided to start a career in a new industry. We wish Branden all the best with his future endeavours, and thank him for his contributions to the company over the past three years.
Daniel, who was previously a Level 2 technical administrator, brings a wealth of knowledge and experience to his new position and has spent a lot of time learning how the business operates, exactly what it is our customers want and expect, and how he believes he can improve on our already industry-leading level of customer service and technical support.
His day-to-day duties include:
Providing education and training to new team members
Collating feedback submitted by customers across all mediums
Dealing with escalated customer service issues and emails sent to the Customer Care department
Reviewing team member performance and KPI’s
Identifying areas that require attention and working with the leadership team to fix them
To learn a little more about Daniel we asked him a couple of questions.
How long have you been with the business for?
I’ve been with VentraIP Australia for nearly two years now! It’s been an exciting time. I’ve learned a lot since I first started here, and watching the business grow and seeing how much it has changed is quite astounding. I hope that my job plays a major part in the progression of the business.
Branden made some great changes to the business, how will you continue to improve it?
Branden helped to make some amazing changes to the business and I was lucky to work alongside him and see a number of huge improvements to customer service within the company under his leadership. Branden and I share many of the same beliefs and attitudes toward customer service and I’m determined to deliver the best experience for our customers with our values and our mission statement in mind.
Wait… there are values and a mission statement? Do tell!
Oops! I’m not sure if I was meant to say that in a public interview, but yes, the business does have a written purpose, values and a mission statement. Every member of our team has them drilled in during our training process, and know where to find them if they ever forget. I’ll see if I can get them published and explain them in more detail!
What areas have you identified that you think need some changes or improvements made?
At the moment I’m looking forward to working with our Level 1 and Level 2 support teams to ensure that each and every customer that comes in to contact with us has the same great experience. There is nothing worse when dealing with any business where you speak to one person and have a bad experience and then you speak to somebody else and you have a great experience. Having previously worked within these teams I have been able to identify several areas where improvements can definitely be made.
Your title includes the word “experience”. What is an ideal customer interaction experience for you?
I want our customers to come away from every interaction with us and think “Wow! That was really exceptionally service!”. I know that this is already the case for many of our customers as I’ve read their feedback in eTicket survey results and emails to Customer Care, but I want to make this level of service the norm for all of our customers on a daily basis.
When you’re not at work, what do you enjoy doing?
Phil (my partner) and I are big foodies so we like to get out to nice restaurants when we can. We also like to travel as often as we can, be it locally or overseas, but since he’s a high school teacher it’s difficult finding times to go away that doesn’t cost a fortune during school holiday times! We recently went to Europe which was fun, and I went to the USA to represent the company at cPanel Conference 2015 which is one of the perks of working here.