In this week's Faces of Feefo we speak to Pete Oestreich, Head of Customer Operations.
How long have you been working at Feefo?
Just over two years.
What’s a typical day for you at Feefo?
I run the Customer Implementation team, the Support team (first-line) and the Technical team (second-line) at Feefo. A typical day for me is juggling people management, escalated customer queries and being a go-between for the operational support teams and the Development team. The role is extremely varied and has touchpoints with every other part of the business; one minute I could be buried in spreadsheets, analysing support queries, the next I could be in a meeting discussing new products from a customer perspective, or in a one-to-one with a member of the team discussing their personal development and career goals.
What’s the best customer experience you’ve ever received?
I went abroad on holiday with my family to the same hotel as the previous year because our experience was so good the first time. The thing that struck me the most this time around was that two of the waiting staff at the hotel remembered our son’s (and our names) and even some of the conversations we had with them on the last holiday, despite there being a year between visits. The team there made us feel that we were the only people in the hotel – truly great customer service.
What do you do when you’re not in the office?
Outside of work I enjoy spending time with my family; we enjoy long walks and getting outside. I also love a DIY project – a couple of years ago we finished a complete renovation of a house, and I learned how to do most of the work myself, although I’m a terrible plasterer. Other than that, when I get a chance, I watch films and am a keen gamer.
What’s the best thing about working at Feefo?
For me, there are a few things. The fact that I can get involved and influence change is something I really value and the people I work with are a diverse lot – we work hard together, but there is always something to laugh about during the day. The pool table’s an added bonus!
Want to join Team Feefo? Check out our current vacancies here.