Saritha
Job title
Customer services officer
Organisation and location
Manor Park Service Centre, London Borough of Newham
Industry sector
Local Government
Background
Speaks Malayalam (an Indian language) as her mother tongue.
What are your main responsibilities at work?
I deal with enquiries from the general public regarding council services, and also hold supervisory duties including opening and closing the office. I often handle complaints from irate customers. I find that being able to speak the language of the customer makes them feel much better disposed towards us, and this also avoids using an interpreter.
Why are languages important in your work?
It helps to build a rapport with the customer, who would otherwise find language a barrier.
How has past experience helped you in your job now?
I have throughout my career been in a multilingual and multicultural environment which really helps in this part of London. Even at school you could hear lots of different languages in the playground!
Apart from language skills, what skills and experience do you need in your job?
You need experience of problem solving, as well as to be able to listen to and empathise with customers. At the same time, you should also be confident and assertive in the way you deal with enquiries.
Any tips?
Make sure that line managers are aware of your language skills. Be confident and willing to help, as this will benefit your colleagues, your customers and of course, you!