Meet Anna, Our Help Desk Agent
Anna, what do you do at Majorel?
I am currently working in a project as a Help Desk Agent, which is a part of Quality Department. Most of my tasks revolve around our line agents – double checking their work, evaluating their performance and giving feedbacks and answering their day to day questions. I also provide trainings and coaching when needed, and deal with escalated complaints.
What is the most common complaint that you get?
I have to say flight delay or cancellation, as it spoils important business or holiday plans, so naturally people are angry and disappointed. Lost or delayed luggage has the same effect. Most people have a clear idea of how they want their vacation to look like, so understandably suddenly losing that control pushes many over the edge.
How did you start in our company?
I didn’t like my previous job due to demanding schedule and night shifts, so I started looking for options. I was first invited to German line in a different project here, but then moved to another project. I passed the interview and the training, and here I am 3 and half years later!
What has been the biggest challenge for you here?
At first – definitely our system. It can look very intimidating at first, especially if you had zero experience in coding. I’ve came to love it later, and now see it as one of the most interesting parts of our work. Secondly, at some point I was covering German, English and Russian lines and the constant switch between languages and mentality was quite nerve-wracking. Still it was a lot of fun as the work was never dull!
What has been your favorite moment in Majorel?
I enjoy the challenge, and even though it can be somewhat stressful I cannot imagine myself doing something less fast-pace, as I would probably be bored very quickly. Apart from that I love our team, we have wonderful people working in our project and we always have fun in and out of office.
What is it that makes you so good at your job?
Definitely the fact that I like what I do and I am genuinely excited about my work. I am also a fast learner that enjoys being productive and organized.
What’s your favorite thing to do at your free time?
I usually spend it with my friends and family; I also try to do as much travel as possible, even if it’s just a long weekend kind of trip. Other times I just binge watch true-crime documentaries.
What is your moto in life?
The universe may not always play fair – but at least it’s got a hell of a sense of humor. I find this quote to be both true and very reassuring. If something doesn’t go your way now – make sure to reflect on it later and have a laugh. Life has an interesting way of delivering things, events and people into our path we didn’t even know we wanted. I try to bring a little humor into most things I do, it makes everyday life that tiny bit brighter!
Quality manager, Ann Kraak:
“Anna joined the quality team about a year ago during busy times. Her main tasks are helping agents to solve the unsolvable, monitor their work and give feedbacks/coachings, handling escalations and keeping agents up to date with changes in our clients policies. She is now also one of the trainers in our project. Anna has an amazing ability of juggling a high workload and different tasks with positive energy and confidence. She learns fast, thinks outside the box and gladly shares her ideas. A truly reliable colleague who does not crack under pressure. What would we do without her?”
We have job opportunities in Tallinn, click here to go to our current job openings and find the perfect fit for you! We are looking forward to hearing from you soon!
How did you start in our company?
I speak Dutch! I lived in the Netherlands for 5 years. Majorel was the perfect opportunity for me to use and develop my language skills and work for an international company. I applied for Dutch-Speaking Customer Service Representative, passed training and here I am.
What do you do at Majorel?
We are dealing with the replacement of broken and lost media, supporting system builders and purchasing programs for our client employees. The most frequently asked topics are about their status of the order, delivery expectations, payment procedures and options.
What is the most common complaint that you get?
General hardware functionality issues, issues regarding the Server Platforms and software activation.
What has been the biggest challenge for you here?
The biggest challenge in customer service is to deliver best quality products along with the best customer service. Customers sometimes are unable to explain their problem, and this may happen multiple times. I am that kind of person who takes work way too personally and “takes work home”.
What has been your favorite moment in Majorel?
Oh, I have many favorite moments. I really enjoy working with my colleagues. And somehow, we have never run out of things to talk about. I am surrounded by interesting and intelligent people. And of course, cannot fail to mention our office activities and team events. Did you know we have a pizza day!? We had a Wear-a-dress-day recently. And, we have a wonderful colleague who is spoiling us with delicious pastry!
What is it that makes you so good at your job?
An important aspect of being a good employee is working well with the people in your office.
What’s your favorite thing to do at your free time?
I prefer to spend my free time with my family. I have the best companion, my 6-year-old daughter. Together we explore, read books, paint and cook. I love experimenting new foods and I enjoy making meals for friends and family. I am also interested in floristics, I recently followed a floristry course in Estonian Florist School.
What is your moto in life?
Be the type of energy that no matter where you go, you always add value to the spaces & lives around you!
We have job opportunities in Tallinn, click here to go to our current job openings and find the perfect fit for you! We are looking forward to hearing from you soon!
You have been working in this company since 2016, did you start as an agent?
Yes, I entered as agent, but I entered with plan for a quick career. When I started as agent we did not have calls and targets yet and the work was quite relaxed and email based in the first months. Roughly: I was agent for 1 month after training, coach for 1 year and team leader for 2+ years
What experience do you appreciate the most?
I loved the time when I was a coach, because it was particular to the first year. Initially since we did not have many targets the work environment was more relaxed. We also had very multicultural teams. Since we all started at the same time or even in the same training group then the feeling of closeness, that we shared the same experience, was immediately there. We went out a lot and had fun at work. I also liked the later times, which were more challenging because we received targets and it was hard for agents to change the ways. Also my team was the only English team for a while and it had its own particular worries and issues. Like feeling a bit left out and not understood by others on a team and agent levels.
Was there a tough competition for your current position? Why do you think you were chosen?
Since I was already an experienced coach my main worry was not the competition, but to prove to the management that by allowing me to change the role they will benefit even more. I was also waiting for the right time and postponed my candidacy once. I hope they noticed, that I step up and speak up when needed. When my Team Lead was away for longer period, I was filling in as much as I knew and could, by keeping team together with team meetings, making sure that we are well informed and that there is order in my team area.
What are your favorite moments at your job?
The moments I appreciate the most are when I really connect with my agent and when someone tells me that they are very happy that I am their Team Lead.
What advice would you give to those who want to develop their career?
Start showing the attitude and meeting some necessary requirements already before the opportunity arises. In the internal career these things are noticed and play a role. In my opinion the character and morals of a person remain the same in any position. Take all the chances to move forward and choose the right moment.
What is your moto in life?
You always get what you really want and work towards.
If you are wondering if you would be a good team leader, but not really sure what this would entail outside of “managing”, read here our blog for some tell-tale signs of a person that’s ready to take on the lead.
“I started working at the company in 2016, 23rd of May. Remember like it was yesterday. Walked into the classroom and was kind of nervous and did not know what to expect. But as the training went on, I started to understand that this is good work experience and being an agent is not scary at all. Just have to talk and talk and talk. And keep a positive mindset, which was the most difficult part. Staying positive and not taking anything personal is one of the experiences I value the most.” Sergei, Trainer
Sergei, for how long did you work as an Agent?
For 11 wonderful months. There were ups and downs, but thanks to my wonderful colleagues and team leads and coaches, it was pretty easy and nice if you think about it.
What was your next position in the company?
I got a chance to become a Quality Coach in 2018 and decided to take it. Best decision ever made: getting a team of agents to keep an eye on and use my agent experience to provide them with the support and help they needed. Keeping the team motivated and stress free. Coach position is a great and interesting place to be in. My boss was and is really helpful and quite often demanding. Which made my work a lot more interesting and challenging.
Was there a tough competition for a trainer position?
There was not a lot of people who decided to try out for the Trainer position. Maybe due to the fact, that there is a lot of things to remember and just the difficulty of training new people coming in. Trainer is the face of the company for New Hires and this is where it all starts from (Training).
There was just me and another colleague who went for the position and thankfully, I passed the assessment well, and here I am now.
How long have you worked as the trainer?
I started working as a Trainer in February of 2018, to help out preparing for the high season.
What are your favorite moments at your job?
There have been many: Business trips to Marrakech (Morocco), Lisbon (Portugal) and Istanbul (Turkey), are the ones that definitely stand out from the many positive sides. But with each group, each agent that comes in and goes through training. Favorite moment is when I meet and get to know the people. Finding out more about them. Making a joke here and there and just helping them relax and enjoy the training process. That’s why I always come to work with a smile on my face and in a good mood.
We have job opportunities in Tallinn, click here to go to our current job openings and find the perfect fit for you! We are looking forward to hearing from you soon!
Hello Marie, how did you start in our company?
A year ago I was introduced to Majorel, because my girlfriend is working as a Customer Service Representative here in one of the projects. As I wanted to work in an international environment, I applied. Happily, it worked out.
What do you do at Majorel?
I have the honor of being a part of the smallest project in Majorel Estonia, we are also working on verifying, that all the medical products in the EU market are safe for the customers. More specifically, we help with integrating the software that connects the national systems to the pharmacies, hospitals, and wholesalers.
What is the most common complaint that you get?
Sometimes the communication between the different departments involved in this project is slow, and resolving more difficult questions and problems can take some time. As the first level support, we obviously get the negative feedback, but it is important to not take it personally if something just is out of your hands.
What has been the biggest challenge for you here?
I have colleagues in Riga, and in various German cities that I am in contact with every day. Not being able to talk to them face-to-face is probably the most challenging aspect of the day-to-day work.
What has been your favorite moment in Majorel?
I guess it’s not really one moment, but getting to know all the wonderful people in my team has been a delight. Everyone is so different, but great in their own way.
What is it that makes you so good at your job?
I’m fast and eager to learn new things. Having a good sense of humor can also be really useful for overcoming difficulties.
What’s your favorite thing to do at your free time?
Visiting new places with the people I love is definitely my favorite. And it doesn’t have to mean travelling, it can be the new café you saw on the way to work. However, sometimes it’s really gratifying to just relax at home and play video games.
What is your moto in life?
Finding the balance between never feeling satisfied with your achievements, continuously improving yourself, and just being happy with enjoying the present.
We have job opportunities in Tallinn, click here to go to our current job openings and find the perfect fit for you! We are looking forward to hearing from you soon!
