Customer Experience Associate II

For the past six months, I have been fortunate to have had my first-ever office work experience at Conduent in Almere, Netherlands, for the project smart.

What started as a social media management position for the German market, where I was responsible for managing and filtering comments the customers left on the smart social media pages as well as emails with customer inquiries, has been extended to taking on the occasional role of a mobility consultant, supporting customers via the phone, live chats or email in troubleshooting different issues and finding the best solutions for a variety of situations.

As smart has launched the new smart #1, I observed the process from the beginning of the Pre-Order Voucher journey in October to the market launch in January, when the first customers could purchase the smart #1. Over the past six months, I gained valuable customer service, communication, troubleshooting and teamwork skills. I acquired a great deal of knowledge on electric vehicles, the EV market in Europe and technical details about the smart #1. Practical skills gained include the use of various software, such as Salesforce, Sprinklr and SAP CDC.

Receiving frequent training on the new stages of the ordering process, together with recurring exchanges with the smart employees, the CEO of smart Germany and colleagues from IBM and ALD, allowed me to gather valuable insights into the structure of smart as a company and observe how customer engagement can be handled on a large scale.

I am very grateful for the experiences I have already gathered, and I look forward to continuing to work with a great team at Conduent. In the following months, the market launch in Switzerland and Austria will be part of our scope, which I am very excited about. I am keen on seeing the journey of the smart #1 and other Lines and am thrilled to be a part of the EV movement.