July 30, 2020
In a nutshell, how would you define your role at eNett?
As the Global Head of our Customer Support team, a major part of my job is to ensure that my team is effectively enabled to deliver amazing customer service. This includes building and developing my team and looking at our processes to make sure that they’re as streamlined as possible. We’re hugely focussed on driving improvements within the business based on what our customers’ needs are. So, another key part of my role is to make sure that we’re effectively utilising the voice of our customers and seeding that into various products, projects and initiatives in the business.
What do you love most about your job?
Oh, so much! Firstly, one thing I love about eNett is that our customers really are central to everything that we do. And as part of that, our Customer Support team gets to actively collaborate with all other teams across a wide range of initiatives. So, it’s really rewarding to see how other teams come together to deliver solutions for our customers, and this exposure gives my role and our team an amazing platform to constantly learn, innovate and improve. This collaborative element is the reason why, at eNett, our support team has been such a great entry for some employees to become talented eNetters in other teams, too – it’s been a thrill to train people within the support team over the years and then see them use their knowledge and expertise as they grow and move into management or other areas of the business.
Secondly, more personally, eNett has given me the opportunity to work from my home in Brisbane, Australia for the past ten years. This has given me great flexibility, especially with my young family.
How have the Government- imposed restrictions during the pandemic affected your job?
Well, as I’ve been working remote for the past ten years, I’ve been fortunate that my day-to-day working environment hasn’t changed too much since the restrictions came about. I’ll be honest though- the recent period of homeschooling in between work hours has been a curveball and hasn’t been all that easy!
It’s been nice to take a break from travel for a short while, but now I am looking forward to travelling again and seeing some of our teams and customers face-to-face. In terms of leading the support team, everything is really business as usual. We’ve worked hard to stay close to our customers consistently regardless of any restrictions thrown our way.
What is your team doing differently to help support customers during this time?
Many in our team have a background in travel, so we’re really empathising with what our customers in the travel industry are facing at the moment. Our main focus has been to try and make things as easy as possible for them and add as much value where it matters most right now – this includes allocating resources to help our customers through the evolving chargeback processes, facilitating refunds and making sure we’re being really responsive and as flexible as we can to whatever they need. This approach seems to have landed well with our customers; our Q2 Transactional Customer Support Net Promoter Score (NPS) remained at a high +80, which is a terrific result and rewarding to know that our customers are very satisfied with the level of support provided.
What have you been doing during your new found downtime during the recent lockdowns?
My life during iso has been scarily similar to what it was before! The lack of sporting commitments and social activities for my young daughter has been a different change of pace, though. And so, I’ve been reading, baking (surprise- suprise), exploring 101 ways to entertain a child with crafts and enjoying a sneaky wine here and there.
What is something you’ve learnt over the past few months that you will take into ‘post-COVID’ life?
I think it’s been a good reminder to be grateful for what we have and the simple things in between that keep us together. You never know what’s around the corner, and this year has truly shown us that!
About eNett International
We’re B2B payments game changers. Our products are innovative. Our service is fast. Our customers’ transactions are safe. And we’re easy to deal with.
We listen to our customers and fix things that should work better. Our payment solutions provide a better experience and help them grow.
eNett’s Virtual Account Numbers (VANs) allow travel agencies to generate a unique 16-digit Mastercard number used to pay travel suppliers quickly, efficiently and with less risk. A unique number is used for each booking or payment transaction, so VANs are a secure way to pay and be paid. And they’re welcome anywhere Mastercard is accepted online.
We’re majority owned by Travelport, and our VANs are seamlessly integrated into its Travel Commerce Platform.
Further enhanced by our global banking services partner and shareholder Optal, eNett’s fast, easy and safe payments solutions are solving the payments challenges of leading travel agencies around the globe.