Advisor Customer Service
Customer Service Advisor
Customer Service
Works in Nijmegen and from home
Lives in Nijmegen
At VodafoneZiggo since 2022
As a Customer Service Advisor at VodafoneZiggo, Sapna Sharma (24) is the face of the company. Together with her colleagues, she is the first point of contact for our customers. Her background in the tourism and hospitality trade make her a real asset to the team. With a passion for people and customer contact, she embraces every opportunity to help customers.
When you call Customer Service at VodafoneZiggo, you might very well find yourself talking to Sapna. "I get all sorts of enquiries. From general information requests about subscription renewal, for instance, to very specific questions like the details of an invoice." Sapna deals with many questions on the spot. She refers more complex issues to the relevant department. "I know precisely who to turn to for the answer to any question, which makes it easy for me to help customers move forward quickly."
Positive customer contact is extremely important to Sapna. This has started at an early age. "My parents have a restaurant in Nijmegen, where I waited tables as soon as I was old enough. And I studied tourism, which also taught me to focus heavily on customer communication. But then the Corona pandemic threw a spanner in the works and brought both the tourism and hospitality sectors to a standstill. I set out to find a job in which I’d have similar customer contact, and VodafoneZiggo offered me just that. The work I do here suits me perfectly."
"My experience in hospitality and tourism is very useful in this role," explains Sapna. "Remaining calm and putting yourself in the position of the person on the other end of the line is second nature to me. Whether someone is angry, sad or happy, the question is always, why? Once you have that answer, we can really start communicating. Like the other day, when a lady called in total panic over an apparent mistake on her invoice. It's my challenge to resolve the matter to the full satisfaction of the customer. It turned out that no mistake had been made and I was able to calm her down. She was incredibly grateful and I couldn’t help but secretly smile at myself: I'd done it again!"
Sapna very much enjoys the variety and adventure in her work. "You never know in advance who's calling, the help they need, or what mood they're in. Sometimes you hear a satisfied smile within two minutes, and sometimes you have to pull out all the stops to sort out a really complicated problem." The regular hours are very convenient, too. "I like to chill with friends after work sometimes and at the restaurant it was always very difficult to make plans. I had to work overtime and my energy levels were always very low at the end of the day. Here at VodafoneZiggo, I know exactly when I'm done and my job actually energizes me! It's much easier to combine with my social life and I never have to cancel at the last minute."
At 24, Sapna is just starting out in her career. "This is the first time I've been in a position in which I can grow, and self-development is proving to be very important to me. VodafoneZiggo always has a course or training up its sleeve for me, and I like to take full advantage of that and seize any opportunity with both hands. Each quarter, I have a GROW session with my manager to discuss what I want to learn and how the company can make it happen for me. You can do unlimited courses in any field you like. Even if I'd want to learn Spanish, my manager can support me in that.
"I'm soon starting a course called Collections, which is going to teach me how to deal with customers who are late with their payments. Payment arrears can cause an account to be blocked, which can in turn lead to difficult conversations with customers. Once I know how to approach those conversations, I'll be able to perform even better in my role. And that's my objective, to master all the facets of my job to perfection. VodafoneZiggo gives me the tools I need to achieve that objective."
