Starting in our Madrid office as Receptions Agent* for the EMEA region, Auxiliadora Delgado changed roles several times before becoming Head of Customer Care for EMEA in 2018.
Auxiliadora is a real problem solver. With any escalated issue, she is always investigating the root cause to be rapidly able provide a client with a solution. She’ll check her teams’ performance to spot any possible problems across all of the different channels our clients might use. In this way, she is always aware of everything that is going on. She works closely with many different teams, always aiming to improve the quality of service with new processes or skills.
We caught up with Auxiliadora to pose a few questions – and in the process got to learn about how her career has evolved, her motivation and her way of doing things.
In your experience, what are the three main qualities a Head of Customer Care must have?
For me, the most important quality is being able to keep the team motivated and committed to the project you are leading. Knowledge of the processes and products is good, but if the team is not motivated, they won’t go the extra mile – something always needed in a Customer Care role. At the same time, the Head of a Customer Care team has to be able to ‘be in the customer’s shoes’. They need to understand the challenges our customers might be facing when they use our products and solutions, and give that feedback to the team. At the end of the day, the Customer Care specialist is the customers’ representative within our company and must always act in their best interest.
Between 2016 and 2018, you changed jobs three times, from agent to leader. That’s quite an evolution! How and why do you think you were given this opportunity?
It is amazing. I had previously held ‘leader’ roles in previous jobs. So I’d say that ‘telling people what to do – and do it in a good way’ is something I have already done before. Also, I embraced all the challenges I found along the way as we transitioned from Receptions to Customer Care. I helped my colleagues to get the required skills and knowledge to enable the project become as successful as it is now. I guess the Management noticed that and therefore gave me this great opportunity.
What is your secret to make your team go the extra mile with our clients?
Well, I do not have any ‘secret’. What I do have is the privilege of leading a highly committed and professional team. A team which is always ready to expand their knowledge, always ready to jump in and assist each other or other teams if needed. A team that, despite the ‘hard times’ is always putting a smile on their face in everything they do. A team which always ‘look at the bright side of life’. Our former values**: Respect, Working Together, Enjoyment and Entrepreneurial Spirit have always been our pillars, and most importantly, they still are! Also, my managers have always supported me on any decision I’ve made to improve our service and our support. With a team like that, it’s easy to be the Head of the Customer Care for EMEA.
You speak four languages. Does it help you in your day-to-day work?
Absolutely! I think language skills have played an important role in my evolution within the Customer Care team. If you need to face an unhappy customer, it is always better to understand their frustrations expressed in their own language. In addition to that, knowing a specific language helps you to save time and avoid the translation process before starting to work on a specific query. The Customer Care team is multilingual; therefore, it is also easier to communicate with them as needed – they do all speak good Spanish though.
We saw that you’ve completed some LinkedIn learning. Can you tell us more about the “Body Language for Women” course and why you think it’s important?
I have to say I did that course just for curiosity. However, I got quite surprised to see how much we, as women, say with our body. Unfortunately, I got the impression that our body language fights against ourselves in a certain way. We tend to assume our ‘lower status’ in society, and we try to work on how to hide it or how to fight against that status. It seems that women always need to try harder than men when they face the same situations, not only at work, but in general.
What advice would you give for someone who wants to be a motivated Head of Customer Care like you?
The only advice I would give is surround yourself with an excellent group of people as I did. Also, lead by example. You cannot ask your team to always go the extra mile if you don’t do it yourself.
* Receptions Agent: Telephone assistance for users trying to join conference calls.
** Current NTT Values: Speed, Execute & Together.