DPD: "How long have you been working at DPD?"
Rosa: "I’ve been working at DPD for eight years. I have 25 years of customer service experience in total."
DPD: "What inspired you to join DPD in the first place?"
Rosa: "In the companies where I worked previously, I was also involved in customer service. In addition to that, I was also able to get some initial experience in the shipping and logistics industry. To be honest, the decision to join DPD happened by accident. I was ready for a new challenge and DPD happened to advertise a position for assistant call centre manager at that time. I took the opportunity and applied for the position, as I was sure that my experience in customer service would stand me well. And that’s how it turned out."
DPD: "What exactly is your role at DPD and what do you particularly like about it?"
Rosa: "I’m the head of customer service. My responsibilities include employee management, ensuring that defined KPIs are met, holding interviews and appraisals, strategic leadership and communication with management. What I particularly like about the position and the activities involved is, on the one hand, the great variety in the tasks and, on the other hand, the collaboration with the entire team and managing interpersonal relationships. I love the direct contact with the employees and achieving the established goals together with the team."
DPD: "Was it a difficult decision for you to take on the role of head of customer service?"
Rosa: "No, as I’d built up a lot of experience in customer service over the years. I’m also very grateful for this opportunity and for having been given the trust with this challenge. I was delighted to accept the position, and with the aim that we can continue developing in customer service and offer our customers and recipients the best-possible solutions at all times."
DPD: "What do you think makes a good team leader and what is important when dealing with employees?"
Rosa: "A team leader has to be able to lead and motivate people. They also need to maintain a respectful approach to the employees, have a good understanding of human nature and be empathetic. A team leader needs to be able to identify when things are not going so well for an employee, because we’re all human beings with emotions, after all."
DPD: "What advice would you give somebody starting out in customer service?"
Rosa: "Learn not to take things personally. Especially in the case of unpleasant phone conversations. The problem is not personally directed at you. You’re just the first contact, like a bridge, and you’re also the first port of call for a possible solution."
DPD: "How do you spend your time outside of work?"
Rosa: "With my family. I’m a real family person and love doing things with them, such as going on trips or just spending time together over a cosy dinner."
DPD: "What would you still like to achieve in your professional and personal life?"
Rosa: "I have to say that, professionally, I feel that I’ve already achieved a huge amount with my position, so I’ve fulfilled a dream. In my personal life, I’d like to get back to travelling, which unfortunately hasn’t been easy for the last while. I feel very at home at the sea, so I’d love to take a cruise."
DPD: "What do you think is the key to success?"
Rosa: "Maintaining good health, having a family that sticks together, and having inner peace and clarity in everything you do."
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