Laura and Kevin work in customer advice at CHECK24 Mietwagen in Augsburg. In the interview, you can discover what skills you should have and what customer orientation means for the job.
Hello, I'm Laura, and I'm 28 years old. I work for CHECK24 as a senior customer consultant in the car rental sector. I gained my first experience dealing with customers in 2012 when I worked in direct customer contact in the beauty industry in retail until 2019. Furthermore, I then started as a junior customer advisor in May 2019 and have worked in customer service for almost four years. In July 2022, I was then promoted to Senior Customer Advisor.
Hi, I'm Kevin, and I'm 29 years old. I completed my training as a retail salesman at Edeka and worked there for a few years after my apprenticeship. Afterward, I worked at various Fressnapf shops in Munich for a long time. Finally, I wanted a change of scenery and moved to Augsburg. Since August 2022, I have been employed as a customer consultant at CHECK24.
Varied, exciting, and collegial.
Cooperation, flexible, solution-oriented.
There are many different inquiries and testimonials from our customers that we remember positively. This is because we speak very openly with our customers and thus receive precious feedback from the local car rental companies, which we can pass on when giving advice.
Once, I solved a customer's request so satisfactorily that he thanked me with a photo of himself and his family with the rental car he had received. That will definitely remain in my memory!
Every case is different, and I can take something interesting from most of them. There are many funny, touching, and exciting conversations with clients that I always look back on with pleasure. In addition, I have built good relationships with some clients through the often longer contact with the client before, during, and after the trip.
I treat every booking as if it were my best friend's booking. I listen attentively and understandingly to my customers and process the customer's requests quickly. If a customer is dissatisfied, we do our best and act as accommodating as possible to make them happy and satisfied again. Can't be done - doesn't exist.
Customer orientation means doing everything possible to offer the best result for the customer. For example, we often accompany the customer from the search for a rental car to the final drop-off of the vehicle. We are the first point of contact throughout the entire, usually long-awaited trip. If something doesn't go smoothly on such a trip, it is understandable that the customer's mood could be better. So it's all nicer when we can offer support in such situations and the customer is happy with our service.
"Funny, touching, and exciting client conversations make every case special."
Kevin, Customer Advisor
You should enjoy dealing with customers, express yourself well, and be confident. In my opinion, you should also have high-quality standards. Experience in customer service is an advantage but is built up very quickly in this job, so career changers are also welcome here.
Empathy and understanding are essential qualities you need for this job. We deal with all kinds of different people who have various concerns and wishes. Often our clients have saved for a long time and spent a lot of money on their holidays. Especially when problems arise during the trip, putting yourself in the customer's shoes is crucial. Only then it is possible to offer the best support.
Every day and every case is varied. This allows me to expand my expertise day by day. I ask my colleagues for advice if I can't answer a question immediately. Generally, our colleagues all stick together and support each other.
Fortunately, you're never alone in the office, and you're by no means on your own. Unfortunately, due to the varied cases, it happens from time to time that you don't have the correct answer at hand. However, there are usually experienced colleagues close at hand who are ready to answer any question.
I like to do something with my colleagues and go out for a drink or meal after work. Especially on Fridays, you can often meet me at our "after-work beer" on our premises. Otherwise, I like to go rollerblading after work in the summer.
On Fridays, at the end of the working day, I like to go out with colleagues for an after-work beer to end the working week together. I often go out to enjoy nature on a walk. Otherwise, I meet up with friends in the traditional way, for various activities such as barbecuing together or going swimming.