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Carnie Ezekiela - Customer Service Supervisor

 

We talk to Carnie Ezekiela, who is a Customer Service Supervisor at East Tamaki Road. Carnie is a people person and always lends a helping hand. Her team describes her as a great listener and having a warm personality.

Please describe your job in a nutshell

I lead a team of 10 customer service representatives who are focused on helping commercial customers with any enquiries via phone and email.

What’s your day-to-day like and what’s the best part of your job?

My day-to-day is supporting my team and providing them with the information they need to thrive in their roles. I also deal with any customer escalations (for issues that are a little more difficult to solve). I’m a bit like a bridge between our CSRs, customers and management.

The best part of the job is working with a diverse team and making sure that everyone is aligned and inspired. I’m relatively new to people management, so am really focused on developing my skills and being the best possible manager.

How long have you been at Waste Management?

It’s been three years and seven months. I was in retail and wanted to switch industries to grow my customer service skills. Waste Management is one of the best decisions I’ve ever made. I started as a CSR, where I learnt the ins and outs of the business. Now I’m managing a team and loving the challenge.

How do you manage challenging customer experiences?

Our CSRs sometimes get calls which throw them off balance. We are trained to handle most situations and maintain professionalism. Now and then, when there is an overwhelming experience, I’m there to listen and help my team member understand and reflect. Listening is a very important part of the job.

COVID has also been very tough – with our team having to cope with missed service enquiries, as well as sickness at home and other stressors.  I’m really proud of how we’ve made it through so far.