What position do you hold at VPD?
Kader: I started as an intern, but I've now been working a student job at VPD, in the back office, for three and a half years. I mainly answer phone calls and perform some administrative tasks, always with the aim of helping customers waiting for their delivery as well as our drivers.
I'm even invited to the staff party
What do you like about your role?
Kader: Phone conversations are always different, which makes the work varied and interesting. It is also a very dynamic and pleasant team that is easy to work with. If you have any questions, you can always count on your colleagues. Everyone enjoys explaining things.
What makes VPD unique?
Kader: From the moment I arrived, I felt at home, both as an intern and in my student job. VPD has grown enormously in recent years, but the family spirit remains. Everyone, even the CEO, takes the time to say hello and is approachable, which is not the case in all companies. Every colleague is considered a full member of VPD. Although I work as a student, I was even invited to the staff party! Additionally, it is a multicultural and diverse company, which brings a wealth of ideas and perspectives.
Listen, understand, resolve.
What have you already learned from this work?
Kader: I have made enormous progress in my language and communication skills. Before, phone calls put me under pressure, but thanks to my experience at VPD, I gained confidence. I also learned to stay calm in all circumstances, even when faced with an unhappy customer. I always take the time to listen to his story and understand his situation. Then we can work together to find the best solution.
How does your support work?
Kader: As soon as I arrived, I received the necessary training and information. Even today, support is still present. During busy periods, we receive a lot of calls and it can be stressful. But the excellent atmosphere in the back office allows us to remain united and motivated.
A little “thank you” and a “hello” cost nothing.
Do you have a funny story?
Kader: I still remember the first time I assisted a customer over the phone. Shortly after, my manager came to me with an email he had received. Thinking it was a complaint, I had a moment of concern. But to my surprise, it was a message of satisfaction from the customer, who had taken the time to write to thank me for my help. I found this very thoughtful and extremely rewarding.
We also get calls from customers expressing their gratitude to the drivers for the quality of their service. Moments like these really brighten up a day! For me, you can never say “thank you” too often. Negativity spreads much faster than positivity, and that's unfortunate. Yet, a simple “thank you” and a “hello” cost nothing. And I love helping to spread these little gestures that make all the difference!