Michael - Technical Support Team Lead 🎬
Hello, my name is Michael, I'm Customer Supervisor for France at D-EDGE and I joined in January 2023. My tasks at D-EDGE vary a lot.
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What does your role/team do at D-EDGE, and what does a typical day look like?
- Firstly, I'm responsible for the day-to-day organization and monitoring agents in the organization of their work. For the Customer Service Agents, this means taking calls, processing requests.
- The second part will be KPI analysis, meaning customer satisfaction and the number of calls answered.
- The third part will be more related to training: how they feel from a technical perspective, software mastery, but also on the phone with the customer, in terms of customer service and call management.
- The fourth part will be recruiting new employees with Louis, Head of France. The aim will be to help with recruitment, but also to support and integrate new recruits as soon as they arrive, so that they feel more confident in their position and feel part of the team.
What are the main challenges you face in your job?
Since my arrival at D-EDGE, coming from a hospitality background, I've been able to learn a great deal about technical software. At D-EDGE, it will be mastering the extranet, back-office software, in-house and partner software, as well as reinforcing my knowledge of the hospitality industry.
In terms of soft skills, it was really a very interesting part because I was able, in my role as supervisor, to really understand the role of communication, team management, conflict management, getting feedback, following up on a daily basis.
What do you enjoy most about your role?
What I really appreciated from the moment I arrived at D-EDGE, was that everyone was welcoming, very friendly, open-minded and came to introduce themselves. Also, in terms of mutual assistance, whether it's asking questions, all the agents who've been here for a long time have offered me their help, and eventually to the new staff we've been able to recruit. It's really this calm, supportive atmosphere that ensures a cohesive team. That's one of the main things I like about D-EDGE.
Do you have a favourite memory or anecdote?
My best memory of D-EDGE, I don't think there's one in particular. I'd say it's more the fact that we occasionally organize team lunches, team nights, where we can obviously meet people from our department, but from other D-EDGE departments. It's also going to be in the organization of our monthly meetings, the fact that we can bring cakes and drinks. We manage to preserve a relaxed atmosphere while remaining serious.
Which of D-EDGE's values resonates with you the most?
One of the company's values, which is reflected on a day-to-day basis, is what I was talking about before: helping each other. It was really about welcoming people, integrating them into the team, offering to go for lunch, but also helping them to understand the technical side of things so that I myself at the time, but also the newcomers, could integrate and feel more at ease in their work. That's one of the main values that has impressed me at D-EDGE.
What would you say to someone thinking about joining D-EDGE?
I would say to a candidate who wants to join us, if you like customer service, you're passionate about the hospitality industry, you want to discover the sector of tourism, and you're also interested in learning new skills in terms of technology and IT tools, you've come to the right place.