Moera - Customer Services (Home Based)

Moera works as a Customer Care Representative based at home. Using state of the art technology she is able to log on to the central call taker system and work exactly as if she was in the office environment. 

Tell us about your career so far with ECL.
I have been with Express Couriers for over 20 years and have worked in wide variety of roles across different locations.  I joined the company back in 1989 dealing with undeliverable freight and have done stints in processing, card to call and customer services since then. I have met a wide range of people and have had some fantastic managers over the years.  I now have a great home based call centre role which fits in perfectly with my home life.

Describe a typical day for you at work.
My day starts with no traffic! It is so convenient working from home; I just log on to the computer supplied and start work which gives me a great balance between work and home life.  My job is on rostered shifts and even though I work from home it is quite a monitored and structured environment with a call queue system; I really enjoy this as I know when my breaks are and what my day will involve. 

My day involves taking a diverse range of inbound calls from customers.  Enquiries range from explaining track and trace details, advising on service standards and delivery information as well as up selling on products and services.  Sometimes my job can be challenging especially if I have been assisting unhappy customers but I get plenty of support from my manager who is always available for me if I need to discuss anything.

What do you most enjoy about your job?
What really drives me is knowing I have assisted an unhappy customer and turned them into a happy one.  I work with a great bunch of people from a wide range of backgrounds, we have a fantastic management team who are very supportive and really make me feel part of a team even though I work from home. There are lots of organised opportunities where I can meet up with the team socially.  We have regular competitions between the team which gives us a chance to shine and be the best we can be, I am one of our top performers in a competition called the Customer Care Centre Oscars.

The training programmes are also excellent as we have a dedicated trainer with opportunities to complete ITO call centre training and work towards a nationally recognised qualification.  I love working from home, there is no battling with the traffic or paying for petrol or parking and it fits in really well with my home life. 

Even though I have been here for a long time, every day there are new challenges which keep me interested, I continue to learn new skills and new ways of doing things.

What are the key things that you most enjoy about working for our company?
Express Couriers are a company who value their employees. The people are great and not afraid to share their knowledge.  There is an excellent management team who are empathetic, understanding and helpful.  I am recognised and thanked for my contribution on a regular basis. 

What opportunities do you see for yourself within ECL?
My home based role is great and perfect for my current personal circumstances; I am really happy doing this for the foreseeable future, however I am a prime example of someone who has been given some excellent career opportunities within the organisation. 

Tell us a bit about yourself, what do you like to do in your spare time?
Nothing too crazy!  I love going for walks, spending time gardening, going to the theatre, listening to music, watching documentaries and regular family get togethers.

Describe your personality in a few words?
I think loyal, trustworthy, courteous and friendly best sum me up.