Where teamwork meets cultural understanding

To succeed in this, I truly believe that the team makes the difference. I love building strong collaboration and fostering openness across cultures. Language, culture and international teamwork are my passions – they shape my work every day – and continuous learning is essential to me. I regularly ask for feedback and offer constructive feedback in return. It’s how we grow together and deliver our best for our customers.

A formative “show changer” in my journey was developing new markets from scratch in Switzerland, Ukraine and the Czech Republic. Setting up full contact-centre operations, coordinating technical solutions, negotiating with stakeholders and training new colleagues taught me how to turn cultural differences, communication style and brand representation into consistent quality standards. It was the moment I realised how strongly “how we do things” defines the customer experience – a lesson that still guides my path.

Turning diverse skills into measurable quality criteria

A core part of my role, and one of the biggest challenges, is bringing together different skills – such as empathy, attitude, tone – with clear, measurable criteria. We want to create real added value, and we can only achieve that if our assessments are as objective as possible. That’s why we analyse every facet of our communication: attitude, expertise and problem-solving skills. We break these abilities down into specific criteria and derive an overall score that serves as a transparent guideline for our agents. This gives us a measurable foundation. We can identify trends – whether we are improving or falling behind – and react quickly when those trends shift.  

Customer feedback is equally important. We use AI to collect and evaluate large volumes of feedback and identify recurring patterns: Where are the most frequent pain points? In which situations are customers dissatisfied? Based on these insights, we can design targeted measurable actions and track their impact over time.

Language is another challenge: We are a team of nine supporting 16 countries. AI plays a crucial role here as well. With AI-supported prompts, we can translate written communication, analyse tone and sentiment, and assess quality even in languages we don’t speak. This enables us to ensure consistent customer service quality across all countries.

The key role of customer-focused togetherness

What I love most about my job is the international panorama and finding the right approach for different customers and colleagues. Combining cultural understanding with the concreteness of data is something I truly enjoy. And seeing colleagues grow is one of the most rewarding aspects of my work.

In our team, openness is essential. We see mistakes as opportunities to learn and maintain a positive, enjoyable atmosphere – even in stressful phases. That balance is crucial, and for me it reflects the bonprix’ spirit I have experienced since the beginning. I have always felt trusted and encouraged, and mentors and colleagues have played a key role in that journey. This drives me forward – and I want to carry this spirit on and make sure my team feels it too.

What inspires me is seeing the impact we can make when we learn from each other and from our customers. By converting soft skills into measurable criteria, we create value that enhances the customer experience and supports growth.

Isabella – Lead Customer Care Quality