Case study

Customer relations executive — Sheetal Lakhani

Sheetal took her business studies degree into the workplace and now supports customers across a number of brands in the growing parking sector

How did you get the job?

Originally I started as a call centre agent and then when I saw this position come up I knew that it was something I would be interested in, as it would allow me to use more of the skills that I picked up during my studies.

What's a typical day like?

I speak to customers via email and telephone to make sure that they're getting the very best experience from our companies. This is a good thing because you can follow a customer's journey with the company from beginning to end. Sometimes you're just helping with an initial enquiry, at other times you're following-up with them to ensure that the service was what they were looking for.

It's also my job to feedback the customer requests across the organisation.

How has the role developed?

Because of the growth of the company I have now assumed customer service responsibility for our sister companies,, and This means that I have to be even more organised to know which clients belong to which businesses.

What do you enjoy about the job?

I enjoy the variety because each customer is unique and I like the challenge that this brings.

What are the challenges?

It's really important that you're able to think on your feet. Also, as hard as we try you will always get some customers who can be quite vocal and you need to work hard to be able to have the correct response. We are well trained to ensure that we don't take complaints personally, but use them as an opportunity to deliver better service.

Any advice for someone who wants to work in customer service?

It's an enjoyable and challenging role. I think it's always a good idea if you're interested in working in a particular sector to look at getting work experience. This not only allows you to test out whether it's the right fit for you, but it means that you can pick up vital experience, which will stand you in good stead through an interview process.

Jobs in this area can be quite competitive so it makes sense to give your CV the best chance of making the cut - all employers love to see experience coming through so use your time at university to get some.

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