For Customer Service Week, we asked three of PiggyVest’s customer success leads to share their experiences, from what it’s like being a customer success representative to their most memorable experience with a customer.

PEACE OLAJIDE,  TEAM LEAD, CUSTOMER SUCCESS (CALLS)

So what’s it like being a customer support representative?

It’s amazing. I mean, for me who works with the calls team, I get to talk to different people every day. If you are someone who likes to interact with others, you’d find that interesting. You get to talk to people, you get to assist them. 

You also get to smile when you are done helping them with their issues, which is nice. It’s quite fulfilling. Helping people resolve their issues and understand things they do not is a beautiful process.

On average, how many people do you talk to in a day?

When I started, on an average of about 100 people a day. But given my position now, I don’t talk to that many people anymore. But yeah, I talk to a few people in a day, mostly people that have more complex issues that the team escalates to me.

How many escalations do you handle in a day? 

I handle about 250 to 300 daily. 

What’s the hardest part about talking to people every day?

I think the hardest part is dealing with people’s reactions; sometimes, things do not go the way people want them to go and it gets them upset. They sometimes resort to using derogatory words or insults, which can be very hurtful.

What is your most memorable experience with a customer?

I have a few, but one of my favourites was with an elderly woman that I helped. Now, every time she calls, she asks to speak to “Aunty Peace.” It’s really funny, but it was because of the kind of response she got when I spoke to her. 

She introduced her whole family to PiggyVest, and she would say things like, “Mo ni omo ni be” (I have a child who works there). One time, she called while her son was with her and kept saying it. She was such an interesting and nice old lady. She even said a prayer for me.

How many people are on your team, and what is it like managing them?

I currently lead a team of 11 people, myself included. It’s nice managing them. They are amazing people, and they do a fantastic job handling the customers. They also try their best not to stress me while doing that, which is amazing. [Laughs] 

I honestly feel like I manage the best set of people and run the best team.

OLUWABUSOLA OYAWALE,  TEAM LEAD, CUSTOMER SUCCESS (SOCIALS)

What’s it like working in customer support? 

It’s a mix of challenging and fulfilling; you have to be a lot of things at the same time. You have to think on your feet all the time and be empathetic towards your customers while communicating the company’s policy. 

You also have to be emotionally intelligent because your customers will upset you, and it is important to separate your emotions from work so you don’t take things personally. I always remind myself “It’s not about me, it’s about them.” 

On average, how many people do you chat with in a day, and what is that like?

Over 100 customers. It can be challenging because customers can prove to be very stubborn, and you have to find a way to resolve their issues without stressing them, even when they’re stressing you. 

So, for example, you’re trying to update somebody’s details and, for security reasons, you need certain details to confirm that you’re speaking to the actual user. Some users become sceptical because they do not understand that it’s for their own good. In those cases, you have to find a way to balance it.  

The key word is balance — helping your customer while making sure that you’re following company processes and policies

What is your most memorable experience with a customer?

One day, I was on office duty and a customer came in. This person had issues and was on the verge of crying. I was able to calm her down and eventually resolved her issue. By the time I was done, she was basically praying for me and even offered me money (Of course, I refused). 

Solving people’s problems and knowing you’ve been of great help brings a sense of fulfilment and joy.

How long did you think you would work in customer support and have you surpassed it?

I thought I would work in Customer Success for three or four months. I studied Geology, so I thought I’d work in oil and gas. Well, I have been here for two and a half years, and I am enjoying every moment. 

How many people are on your team, and what is it like managing them?

10 firefighters. They are the best teammates ever. Managing them is a learning curve. I just started managing fully a few weeks ago. I’m learning to balance being friendly, yet firm and assertive. I’m learning to manage different people with different personalities who require different learning/management styles. It’s a ride, but one I’m glad to take.

MARYAM SALAMI, TEAM LEAD, CUSTOMER SUCCESS (EMAILS)

So what’s it like being a customer support representative?

Being in customer support means you are pretty much the firefighter of the organisation. It means that on a day-to-day basis, you are trying to pacify the user; trying to make sure that their experience with PiggyVest is smooth; trying to ensure that whatever issues they might have are resolved in the shortest time possible, so they have a good impression of the brand and remain loyal customers.

What are two things that get you going? What motivates you to continue doing this job?

Okay, so the first thing is: I like knowing that people are satisfied with my service. I like knowing that when I wake up in the morning, I’m going to make some customers satisfied and happy. I guess the second thing that motivates me is money. [Laughs] 

On average, how many escalations do you resolve in a day? 

On average, I would say at least a hundred daily.

How long did you think you would work in customer support and have you surpassed it?

When I started my career, it was supposed to be temporary — like one year and I was going to do something else. Now, I’ve been here for about three years or more, and I can confidently say that I have grown to love the job, and I have found a career. I’m starting to really love what I’m doing, and I’m hoping to go further.

Tips for customers to get their complaints resolved faster. 

I would like to tell them to be a little more patient because when you keep sending messages, it moves you to the bottom of the queue. We always attend to everyone, we just require a little more patience.  

I would also like for them to be clearer with their request.  You see somebody send a one-liner in one email, and another one-liner in the next. It takes time to start piecing them together to understand the customer’s request. This sometimes results in a long back-and-forth and eventually increases the resolution time.

What is your most memorable experience with a customer?

I was at the office and an elderly man came in because he had unknowingly shared his details with somebody who had attempted to hack his email. I was able to help him resolve it and make sure the hacker did not have access to his account. 

He thanked me and left. Then he came back a few days after, but I wasn’t at the office. He made sure the person at the office called me so he could speak to me. He was super happy and offered to send money, but I let him know that is not allowed. It felt good to know that I had kept his money safe and made him happy.

How many people are on your team, and what is it like managing them?

There are currently 10 people on the team, including me. It’s been really great managing the people on my team, they are the most amazing people I could have asked for — they make my job a lot easier. 

Generally, it’s not easy to manage people, and it can be a little stressful having to manage expectations, but my team makes it very easy for me by providing feedback and showing up for their jobs. As they say, team work makes the dream work.