BLCC 2: As flexible and caring as you are

My name is Colin, I’m 23 years old and I moved to Berlin in May 2015. Shortly after that I became a part of the Blacklane family. I still remember the day of my interview when I got lost and was almost late. Originally I come from Slovakia, and I’ve been living abroad for six years. I went to college in Denmark and then moved to Hamburg where, as a fresh graduate, I started to work in the customer support department for a big gaming company. I joined Blacklane after moving to Berlin in 2015 and recently I was promoted to the position of Senior Customer Happiness Officer. I’m in charge of keeping our passengers, drivers and all my colleagues happy during the day. Our Customer Care and Operations department (which we shorten to BLCC) is the biggest department in the company. We offer 24/7 support through various channels, so we have to ensure that there is always a team in the office day and night. Keeping our customers satisfied, helping them and being there for them is our primary task. BLCC is the voice and ears of Blacklane and generally the first point of contact for every customer. For me there is no typical BLCC day. I start at different times throughout the week, which is great for me, as it allows me to combine work with my studies (International Business Management). There’s always something happening in the customer care department. We try to solve issues efficiently, using our initiative rather than prepared scripts, sometimes walking from desk to desk seeking solutions. We have a big open space and different BLCC teams in our area. As a Senior Agent, I’m one of the first contacts for colleagues, helping and coordinating within the teams while they ensure that our customers have a great and pleasant experience. I also support our team leads and managers with internal queries and ensure that our productivity runs smoothly in real time. If you asked me what I love about Blacklane the most, I would say the people and culture. It's really exceptional because you feel very welcome and safe no matter who you are or where you come from. Blacklane values personality, knowledge and ethics. In our department we also like to share everything and each day you can find different cakes, sweets or snacks in our "feeding corner." I like the feeling when going to work, that it is not something I have to do, but rather something I want to. I am very grateful to Adam, our director, for giving me the chance to stay and grow within the company even after I decided to continue my studies last year. The flexibility of this department not only shows they care, but also that there is something for everyone.