Advisor Telesales Inbound Chat
Telesales Inbound Chat Advisor
Team Telesales Inbound
Works in Utrecht and from home
Lives in Capelle aan den IJssel
At VodafoneZiggo since 2023
From nice music to a bit of fun in the chat with customers: a good atmosphere is very important to Kaylee. As are personal conversations. This all comes together perfectly in her position at VodafoneZiggo. "Sometimes customers say, 'You really are very nice.' That's when I know I've made a difference."
Kaylee found the vacancy for Telesales Inbound Chat Advisor through Google. "I knew immediately: this is what I'm looking for." Thanks to a previous job in customer service, she expected chatting to suit her better than calling. And she was right. "I now have just that little bit more time to think about what I want to say. That gives me peace of mind and enables me to help customers better."
A bit nervous but excited, Kaylee started her new job. Sales was entirely new to her. "I soon noticed that it's all about thinking like the customer. I learned the best ways to help customers choose, renew or change their subscriptions." She's now settled in completely. "I like to make conversations personal. If a customer talks about moving house, I'll ask how it's going. And with a joke thrown in every now and then, it naturally becomes a nice chat." She is also always very conscious of what isn't said. "I try to read between the lines. Sometimes customers simply want to be heard more than anything else."
The fact that she enjoys her work is reflected by her high customer-satisfaction scores. They even earned her a trip to Croatia together with colleagues from other departments. "Everything was organised for us, so there was nothing to worry about and we could simply enjoy." A fantastic experience, Kaylee recalls. "Karaoke nights, lots of fun and many deep conversations. I got to know several colleagues really well during that trip."
In addition to her work, Kaylee is ambassador for diversity and inclusion at VodafoneZiggo. "We want everybody to feel welcome, and comfortable sharing their opinions. That's why we talk about inclusive communication and how you should address each other's behaviour. I'm happy I can contribute to that." Kaylee is mindful of inclusiveness during customer chats, too. "Even little things, such as your choice of words, make a difference to how somebody feels."
She's also thinking about her next step. Marketing is high on her list, because she wants to remain creative and challenge herself. "I find it very interesting how you can reach people with just the right message. I'm trying it already in my conversations with customers. That's why I've had an exploratory meeting about a course in digital marketing. My team lead is encouraging me to continue along this path. That gives me confidence, because I want to continue to grow."
Kaylee feels very at home in her team. "We're a diverse group of people of different ages and backgrounds. Everybody feels welcome. We have lots of fun, but also do everything we can to help each other. For example, if someone gets stuck in conversation with a customer." The atmosphere is open and relaxed. "We often have music on, anything from proper classics to guilty pleasures." And even when Kaylee has a bad day, she still feels at ease within her team. "It's just like a group of friends. You can really be yourself."
