Dounia, responsable d'équipe au call center de Paris

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.