The touch point of customer care

Michelline Nawatises

Pull Quote: “Serving clients with the best possible customer care MultiChoice has to offer is my top priority,” – Richard Strauss

Richard Strauss grew up in the small town of Rehoboth where opportunities are limited however, being raised by a single mother who taught him perseverance, determination and most importantly goal orientation, he’s proud to say that he has overcome certain life hurdles.

He comes from a background where luxury and spoils had to be earned, not knowing that this was the start of my woven process. Each fiber that puts me together has a story to tell. This has greatly added to the strong individual I have become at the age of 21.

Strauss is currently pursuing his bachelor’s degree in Communication at the Namibia University of Science and Technology and as an academic he constantly strives to give his best at every little thing he does. As a Call Centre Agent at MultiChoice Namibia, he is the touch point of customer care. “My tasks include solving general queries regarding payments, installations and technical errors, et al. Engaging with customers to meet their wants and needs within a telephonic sphere of communication and to serve clients with the best possible customer care MultiChoice has to offer is my top priority.

His biggest challenge in his career was to accept that you can’t keep everyone happy all the time, however you can give your very best to assist as far as possible.

The new way of working has ensured that there are no more typical days at the office, however, at MultiChoice, we strive to keep safe. This is why the company lives by the statement “your health is our health”. Now, my typical day includes a cup of coffee while I run my bathwater before attending to the needs of our valued MultiChoice customers.

Family is one of his greatest loves and being able to inspire his younger followers to strive for greatness is such a privilege for him. “Inspiration truly comes from within and being able to find your power and exude your best possible self is fascinating enough for me,” he says.

Strauss says that we live in a world where society has placed us in boxes. Certain tasks are outlined for certain individuals and it is high time we break these stereotypes. “My advice to younger individuals is to never stop dreaming and consistently work on that dream. No matter how small the steps are that you take, as long as you are moving forward, you are doing great. Think positive, work hard and most importantly, let your voice be heard,” he says.

As an open-minded individual, he takes what life offers and makes the best of it, be it in a personal or professional aspect. This goes to show that he sees life as a journey and not a race, thus he plans his future, but leaving room for the unforeseen is imperative. “Within this plan, I see myself as a successful academic in my field of study,” he says.

His greatest fear is leaving this world without making a mark. As custodians of our own future, he says that we have the power to influence and bring about change wherever we go in life. “Shivers run down my spine when I think of not making a change or being an inspiration to someone,” he concludes.