I bought my school supplies from KODi in the past. When I was interested in an office management apprenticeship, I applied to KODi and was invited to the assessment centre. This was specifically aimed at future trainees. Back then, I was given the task of ‘selling’ a cleaning cloth – I called it ‘wipe your troubles away’ – to a panel in the best possible way. I also had to take a recruitment test and solve a number of tasks together as a team. It was challenging, but I mastered everything and am happy to have been able to start my training here.
During my training, I was able to get to know every department, so I know exactly who is working on which topic and where what belongs. After I completed my training, I first worked in marketing. When the online shop was finally founded, I was there first and then switched to customer service. I became a mother in 2018 and took parental leave for one year. I returned to the company in 2019 and eventually became Group Head of Customer Service.
Customer Care is the KODi customer service department and I always call it ‘the heart of KODi’. We are the point of contact between the company headquarters and our customers. I see it as a major advantage that we are in-house KODi customer service employees: We know our company and our products – our customers notice that too, and can always turn to us in confidence.
My day-to-day work starts with a delicious coffee and a chat with the team. Then it’s time to get down to business: first, we process all the emails that have been received overnight and open up the first discussions with customers. This includes enquiries about orders, i.e. order information and change requests, but also information about branches and returns that are registered. Just as good, but of course also suggestions and criticism. Even in the case of customer complaints and criticism, we always aim for complete customer satisfaction. We strive to process every enquiry within 24 hours.
In particular, it stuck in my mind how crazy the pandemic was for us as account managers: some branches were open, others were closed. Some customers didn’t know where to go to meet their basic needs. But there, too, we had a responsibility to reassure them, to help them and to make sure that we found the best possible solution for them. It was particularly important for us to radiate confidence and give them the assurance that we were there for them as a local supplier: always close by and that the products were available as best we could. I could never have imagined how important or valuable toilet paper or kitchen roll would be.
What I like most about my work in customer service is that no two days are the same. It’s colourful and that’s exactly what’s fun! I really enjoy sharing ideas with my colleagues. No matter what happens, we never lose our sense of humour and have a good relationship with each other.
I also like the customer proximity and the opportunity to receive direct feedback. For example, if we answer the phone and the first sentence is: ‘Oh, you have a nice voice.’ or ‘I didn’t expect you to answer the phone so quickly.’ Unfortunately, people are often expecting a call centre – and that’s not what we are at all.
What I like best is that KODi is absolutely family friendly and tolerant. It’s great for me to balance my private and professional life. As a mother, I have already had many positive experiences here. I am the mother of a toddler and looked after my son from home for six weeks during the pandemic, working from home. This was not a problem for KODi and never ended up being a disadvantage for me.
I see KODi more as a family than as an employer: every office is open and I think it’s great that you can walk through the corridors and don’t have to pretend. I feel very well looked after here.
Be open to new things and don’t be afraid to speak up, contribute ideas or anything else. KODi is completely open to new ideas and people are absolutely encouraged to contribute something.