Posted in : Employee Spotlight | February 18, 2019
“Do what you do so well they will want to see it again, and bring their friends. ”
Voysis IP Solutions is synonymous with customer service. Through our passion and dedication to our clients, we are continuously developing our products, services, and solutions to better satisfy our relationships with our partners.
One of our core values is #customersfirst which means that it is our priority to support our clients in order to learn and grow. With a current “Customer Service Satisfaction” rating of 90%, it would be fitting to mention that our Customer Service team has a lot to do with this and it wouldn’t have been possible without their dedication in making sure that every customer is serviced in a timely manner. Let’s meet one of the team members, Voysis’ Customer Success Manager, Tanveer!
1. When did you join the Voysis team and what is your role as Customer Success Manager?
I joined the Voysis team in 2016. My role as a Customer Success Manager is to ensure that all Voysis customers, our partners, are satisfied with our service. My aim is to provide excellent customer service and to promote the idea that the service we provide at Voysis is the best in the industry. I also manage a team of customer service staff that handle face-to-face enquiries from our partners on a daily basis.
My aim in the customer service department is to make sure that our “Customer Service” rating is consistently improving. In order to track these results, I implement different customer surveys with my team and find ways to continuously improve our customer service procedures, escalation processes, etc.
2. What do you like the most about what you do?
I think, like everyone, after putting in a decent day’s work, what everyone really wants is that they made a difference; that they helped their company achieve their goals. As a Customer Success Manager, my priority is that our partners are taken through our processes and procedures and that they receive a fully engaged, valuable, and positive experience. I enjoy the “problem solving” aspect of resolving issues with our partners because it allows my team to create a positive customer experience by suggesting a viable solution with all parties involved.
3. What is the most challenging part when dealing with customers?
Like every job, being a Customer Success Manager has its challenges. There are times when my team is faced with unrealistic expectations from our customers. I think the best way to resolve these types of issues is to make sure that expectations are clear from the beginning and being able to manage the problems that can eventually be detrimental to maintaining the client relationship. It’s important to be transparent with every client and thorough in our reporting methods. We have implemented a process whereby we update our clients weekly with any changes that may be coming through in order to avoid these types of issues in the future.
4. If you didn’t work within Customer Service, what’s something you would like to do?
I really enjoy interacting with people so I think working with 3rd party vendors, negotiating pricing, etc. is something that would interest me. It seems similar to what I’m doing now, only I’m negotiating terms and conditions with customers and resolving issues but it kind of falls under the same umbrella.
5. What’s something most people don’t know about you?
I’m actually a pretty good plumber. I’m able to repair minor household plumbing issues; so far there hasn’t been any water damage with the repairs I’ve done so I think I merit a gold star for that.
6. If you could describe “Voysis” in one word, what would it be.
Family. Voysis respects its employees, values their input, and there is a constant feeling of camaraderie amongst the staff. I think it’s important than in any company an employee has the opportunity to voice opinions without feeling like they go unheard; Voysis provides a forum on a daily basis that encourages employees’ input. I think this helps with Voysis’ foundation of unity.