This job requires benevolence, the desire to help people and look into the problem, to quickly learn a lot of new information, and, of course, the ability to handle stress. How to find such many-faceted people? The answer is: you cannot find such a manager. You have to educate managers inside the company creating conditions for professional development and sharing the company’s values. We look for caring people who wish to help the users.
What Megabonus support service managers think about their job
Natasha, a Megabonus support service manager:
I have been working for Megabonus for 2, 5 years. I adore the fact I can help people. In this job, it’s essential to be well-intentioned and sociable. I also like to comprehend complex situations.
We often help users with the issues not directly related to cash back. They are mainly connected with orders and payments in online stores. The users also often ask us to teach them to make screenshots and clear cache and cookies in their browsers.
I sometimes see dreams about my job. For instance, as if I were solving the issues I dealt with during the working day.
I am never irritated with my job, I can only feel sad when I cannot help a user as soon as possible. Such cases can take place when solving the issue is not my department.
I was working remotely for a long time. But now I mainly work from the office, as it’s much more pleasant to deal with work things surrounded by the colleagues in a friendly atmosphere.
Ad, a Megabonus support service manager:
I am from Angola. I have been working for Megabonus for about a year. I deal with the tickets in Spanish and Portuguese. Implementation of mandated tasks is of high importance for me.
I prefer working from the office, as this schedule suits me more. It allows me both to study and work. I also like to come to the office, as I enjoy Megabonus team.
Maya, a Megabonus support service manager:
I see the opportunity to be useful and help our clients, as well as the chance to share experience, my knowledge of the product, and self-fulfillment as the most inspiring part of the job. The feedback from the clients helps me realize I am contributing to the development of the company.
It’s always great to have a chance to help. The personal qualities a service support manager should have are attention to the needs of the client, the ability to find roots of problems, communicate effectively, and process a large amount of data.
Amusing situations also happen. Guys often try to invite the ladies who work in our support service for a date and give compliments.
Alevtina, a Megabonus support service manager:
In my opinion, it’s important to have a certain set of personal skills to become a support service manager. Unconditional love is in the foreground. The desire to help must be sincere; you cannot feign or imitate it. I always imagine that the user I am talking to might be my friend or relative.
I also like that we work not only with people but also with new technologies. We can sometimes find and fix bugs and drawbacks on our own. We monitor the development of our product in realtime and contribute to it.
In rare cases, we cannot immediately help the user, as the issue requires involving more people or even the whole support team, and this can be disappointing.
It’s vital to share the values of the company you are working for. You have to truly believe in the things you “transmit”, in the use the company offers. Otherwise, the work will be a torture.
I am working for Megabonus, as I believe that our team and the product are the best ones. I can work from home, but I like coming to the office. I feel at home, amidst the same-minded people there.
There was no day I would wake up thinking “Oh Gosh, I don’t want to go to work!” I always anticipate the moment I enter the office and this is what inspires me.
Anton Sukharev, Megabonus CEO:
Customer assistance is one of the core processes of any business. We always pay a lot of attention to the quality of customer service. No secret, that retaining a customer is 5 times cheaper than gaining a new one. Our support team managers thoroughly understand the importance of their job.
Inter-relations with the users are of the highest importance for us, we are focused on user privileges and always decide in favor of our clients rather than advertisers. Advertisers win when users are happy with the product, so we concentrate on user benefits. Such an approach works in favor of all parties involved.
Our projects are growing fast, as we have a great desire to get better. Please add your comments to this post if you want to share your experience and help us become better.
Read also an interview with the Megabonus support service team lead Aleksandr Ivanov: Megabonus Support Service from Inside
Comments 0