No two work days are ever the same for team leader Sarah Braun. Making plans, coordinating activities with other teams and recruiting new colleagues. She pays particular attention to whether a candidate has the Knab heart.
We are a fully online service, yet we still want to provide personal service. That is our strength. We explore where we can make things smarter and more efficient, such as helping customers via chat, which is now our main channel. In this way, a Service Expert can handle multiple conversations at a time and the customer receives help faster. What’s more, it is significantly easier for the customer to send a message than to make a phone call.
Another example is the process of becoming a customer. That takes practically no time at all via the Knab website, even though we have to conduct multiple checks on the backend. However, we have already automated some of those checks. Even here, we continually try to speed up processes and eliminate manual intervention where possible. This doesn’t mean we don’t want to work for our customers or interact with them. It means we want to focus more on helping our customers and learning more about and from them. Therefore, we are still personal and can accomplish our work with the same team, even if we gain more customers.