Working at Mosaic World means being part of a diverse and international team. Susanne and Khadije, both with an international background and working within our Customer Contact Center (CCC), share their experiences and emphasize the importance of their role within our company.
An international working environment
Susanne laughingly explains, “My family is international. I am originally German, my husband is English, our son was born in the Netherlands and our dog is from Greece.” Her passion for customer service is reflected in supporting customers from diverse backgrounds, which fits perfectly with Mosaic World's international customers and residents.
Khadije, with a Syrian father and Dutch mother, was born in Germany and has lived in numerous countries. “I am proud of my multinational background and speak multiple languages, including Arabic, English and Dutch. This often comes in handy in my work in our customer service department, as people contact us from all over the world.”
The voice of the company
A typical day at the CCC begins with manning the front desk and answering all incoming phone calls, mail and e-mails. “We are the voice of the company for many residents and customers,” says Susanne. “We respond to all incoming inquiries and are available to our customers every day.” Khadije adds, “Sometimes we have to refer residents to the right department or person, but where we can, we try to answer directly ourselves. It is very essential for us as a team to consistently give the right information not only to our residents - meaning the internal customer - but also to potential customers or external parties on the phone as well as in writing.”
Stronger together
Susanne and Khadije work closely with other departments to ensure that all customer inquiries are answered adequately. “We work with an internal network,” Susanne explains. “Together with all our colleagues, our mission is to improve our customer relations every day. Our motto is 'better together'!”
Khadije adds, “We have fun while achieving! We make sure there is always room for fun and collegiality within our team."
Our mission is to improve our customer relationships every day!
SusanneChallenges and successes
Despite the positive atmosphere and all the good intentions, there are sometimes challenges. “I think everyone has had an unpleasant contact with a resident or client at one time or another. We just can't always give the answer the client wants to hear,” says Susanne. “Fortunately, we also receive many compliments from clients and colleagues. We were even recently put in the limelight by our director Patrick because of the good results from the customer satisfaction survey.”
Especially since sometimes there are also difficult conversations, it is important to support each other as a team. “We value the support we give to each other as a team. You can't always keep everyone 100% happy, sometimes things go wrong, but together we make sure that we always treat the customer and colleagues with respect,” says Khadije.
Culture and communication
Khadije stresses the importance of culture and communication. “Many of our foreign residents, who come to the Netherlands for the first time, often notice a big difference in backgrounds and cultures. People in the Netherlands are often used to doing everything themselves, the self-service principle. Abroad, parents often do everything for their children. We explain this to the clients in advance, so they are not shocked by the differences, and this helps them in the full process.”
You do not just notice that international culture as a resident or customer; as an employee at Mosaic World, you will also find yourself in a dynamic work environment and a corporate culture focused on growth, diversity and professionalism. “A flat hierarchy and a no-nonsense mentality,” says Susanne. Khadije also emphasizes the aspects of internationality, diversity and continuous development: “As an organization, we are truly multinational, diverse and in full development!”
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Are you ready to be part of our team? Check out our vacancies and discover how you can contribute to the growth and success of Mosaic World!