What is your job title?
Customer Services Supervisor.
OK then, but what do you actually do all day?
Various duties from supporting the Customer Service Team in performing their duties to taking over especially complex or difficult questions from players. I deal a lot with other departments to keep the team in CS updated with developments across the company. Right now I’m training other colleagues who will be covering Supervisors duties, which is a lot of fun.
I also keep an eye on the quality of our work as a whole and I try my best to make sure that their jobs are as interesting and effective as possible by implementing new procedures and tools.
I tend to have human relationships with my colleagues. Mostly this is what I do.
What do you like most about your job?
The fact that I have been here over three years and that the Management has been appreciating my dedication to my work by giving me new responsibilities. That means my job changes all the time and that’s something that I really like.
What are some of the funniest/strangest things customers have asked you?
Once this player was almost crying because they wanted their summer costumes back. In winter. For the avatar!
You also supervise other Customer Service Execs - what are the qualities that you look for in them?
It has to be listening: I always say that people like us, in fact, do Customer Services on a 24 hour basis not only with customers. I was lucky enough to have a very good teacher when I first started this job in this industry more than seven years ago and it helps me in ‘negotiating’ with people in general.
What do you do when you're not helping PKR customers out? I know from your impressive T-shirt collection that you’re a big Who fan…
Well, I could write an essay about it!!! The main reason why I moved to London ten years ago from Foggia, Italy was because I wanted to see The Who live!! Since then I’ve seen them 12 times. I just got a record player and I (re)started buying proper music (I’ve never downloaded anything in my life and CDs are getting boring). Music in vinyl sounds much much better to me. So everything and anything related to good music is what gets me going. And I love pub bands: they are the best. Oh and photography yes!
Anything else you'd like to add?
Be happy!!