Sofia

After-Sales Service Manager

What does your job involve?


I work for the help desk, handling requests for help from clients who have problems with their equipment, whether it’s an Apple or Android mobile phone, or a PC or touchscreen, and whatever the brand. The requests for help come via e-mail or telephone. And I manage priorities according to contract type. In Product Care contracts, I oversee the entire process, from a case being opened to replacement equipment being dispatched and, in some cases, configuration of such equipment. 


What spurs you on each day?


I love client relations and how service commitments are respected. There can be pressure: if the contract stipulates that a problem should be resolved in 24 hours, then it really has to be resolved in 24 hours! But I find that this spurs me on. I also love the variety involved in my job and the way it regularly changes. For example, I recently started handling guarantees and that’s helped motivate me. And my last point: team cohesion! I’m not interested in working alone in an office. At the help desk, we support one another and I really like that. 


Would you advise a friend to apply for a job at Econocom?

Econocom is a great company that looks after its employees. There are real perks, it’s got to be said. There’s also a terrific team spirit. And you never get bored. The day when I feel I’ve seen and done all I can in my job, I know there’ll still be prospects for career development!


Could you tell us a little anecdote to illustrate your work at Econocom? 

Sometimes we enjoy raclette cheese dishes together: we push back the walls of the rest area and invite all employees at the Verrières-le-Buisson site to join us. This strengthens ties and lifts spirits.

‘A spirit of initiative-taking is encouraged. If you have suggestions for changing procedures, you’re listened to. And when one of my suggestions is adopted, it gives me a real sense of pride.’ 

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