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FAQ Customer Care

• What is your day-to-day like?

  We answer questions from customers and help them with their parking and how to use the app. About 10% of contacts are over telephone and the rest is split between email and live/web chats. We also sometimes run workshops and trainings.

• Why do customers reach out?

  They have questions about how to use the app, how to handle a parking issue such as a fine or help with understanding our services. Some are not so tech-savvy and need more guidance.

• Is there a sense of urgency?

  Yes. Since parking is a situation where someone is on the move they are usually pressed on time and need the matter to be handled quickly. If parking is done incorrectly they also run the risk of getting fined.

• How do you deal with angry customers?

  With empathy. We understand that we don’t know their situation and that an issue with the parking app can be the thing that tips them over that day. When they are frustrated we respond with calm and kindness.

• What are you measured on?

  Response time for email and answering the phone 80% of the time within 30 seconds. Space for training is of course allowed but operators are then expected to multitask in order to keep a communication and efficiency level in the team that prevents backlogs to build up.

• Are you aiming for quality or quantity?

  Both. We look at customer satisfaction regarding our information, timing and tone. We always ask for feedback and modify or update our information where needed to prevent recurring issues.

• Can you work from home?

  Yes, except for phone calls which need to be done in office. Email and live/web chats can be done remotely. Productivity is checked for employees working remotely.

• What are you looking for in a CC agent?

  You have to like people. It is important to be able to empathise, communicate well and be invested in creating the highest quality customer experience.

• Do I need to have previous experience?

  It’s valuable to have previous experience in customer care but we do provide on-the-job-training.

• What can I expect when working for EasyPark/RingGo?

  Things change quickly and work is constantly evolving. There is a need to multitask and keep up with deadlines so it’s important to be motivated by working under pressure. We keep a very open communication within the team to ensure we keep track of projects and help each other find the best solutions.

• What is your onboarding process?

  There is a virtual interview as well as a face-to-face interview. We always bring the person into the office to meet the team and show how we work so they can get a feeling of what it would be like to work with us. Apart from training, new employees also get to shadow another agent the first week. We connect everyone with a “Buddy” to have an additional go-to person in the team.

• Are there any growth opportunities?

  Yes. There are different roles to move between and we also have something we call specialists. These are people who develop a deeper expertise in an area of interest and take on more responsibilities through this.