Dounia, Team Leader at the Paris/Montparnasse call center for ENGIE
Dounia is a team leader for ENGIE at the Montparnasse call center in Paris. Her daily challenge? Doing her best to answer the questions of 11 million domestic customers.
It is in Paris, in one of ENGIE’s 13 French call centers, that Dounia manages a team of 15 customer services advisors, who take more than 500 calls every day. “On a day-to-day basis, I feel useful by being there for my team of advisors, so that they are best equipped to deal with customer requests”, Dounia explains.
Starting out as a customer services advisor at ENGIE, Dounia climbed the ladder and has been a team leader since 2009. In 10 years, the role of a customer services advisor has changed enormously as face to face meetings have given way to phone calls. The challenge lies in making customers want to get in touch. A ratings system was created to guarantee quality service, and at the time of writing, Dounia’s team receives an average grade of 4/5 stars, as one of her team members proudly confirms.