Nathalie Bruggeman has been working at the frontline customer service at DHL Express for six years. She is the first point of contact for our customers and not unimportantly, she is Employee of The Year 2020!
Nathalie joined us six years ago. “I remember it like it was yesterday. At my previous job I had very irregular hours and I often had to work weekends. I had a bad day at work and then I decided to look for something else. Because I wanted to spend more time with my children, I looked for a job with office hours. So that’s how I ended up at DHL Express.”
“I sent my resume and the next day I got a call that I could come in for an interview. That conversation went very smoothly. The psychological tests that followed didn’t go as well as expected. I was still convinced that I absolutely wanted to work here. I let them know and fortunately I was allowed to come to an interview again. When I went home after this conversation I was called back when I was still in my car: I got the job! I was so happy. After that, six intense weeks of training and a final exam followed. I had a lot of stress. I had already quit my previous job and was responsible for my children, my future depended on it. In the end I scored 96% on the test.”
Work-life balance
Nathalie hopes to work here for a long time still. She especially likes the atmosphere. “Everyone is very close to each other. It really feels like one big family. You can be very open with the managers and the SMT is also friendly with the people. Nobody looks down on others and we are all nice colleagues. At DHL Express you also get real appreciation for the work you do. Internally, it’s always said when you’ve done something right, and these compliments are always nice! When I was told that I had been elected Employee of the Year, I felt tears in my eyes. So far I still don’t know who nominated me.”
A good work-life balance is very important for Nathalie. This was the main reason to change her job. At DHL she works 4/5th, spread over 5 days. That way she has working days of 6 hours. This is ideal because this way she also has some time left for her children. When she just started here, the children were still small and she had just become a single mom.
Working at the customer service at DHL Express
“I really like the job. Of course, sometimes there’s a bit of stress when the client you’re talking to is angry and you have to find a solution quickly. However, it gives a lot of satisfaction when you have been able to help them. Two clients once told the management directly that they were very satisfied with my help. I also once helped a DJ who had to play a set the same day, but had forgotten his material. Fortunately, I was able to arrange for everything to arrive on time. The DJ was so happy that he even wanted to give me a ticket for the festival”.
“I’m a very social person and the customer contact gives me real satisfaction. I think it’s great that I can help find solutions and make people happy. It’s really a misconception that in customer service you only have to deal with stubborn negative people who only have complaints. There are also a lot of positive experiences and working in customer service is also good for practicing your languages. Since we work trilingual, I have learned a lot”.
“If you have any doubts about a job at Customer Service, just leave those doubts out and try it! You will receive good guidance and you will also have many opportunities to grow. For example, I will start working at Service Desk in October. I am really looking forward to it!”
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