“Helping people … such a great feeling!”

Roumayssa, Rajab and Raghda Bougamza. 23, 20 and 19 respectively.

Students in real life, enthusiastic workers at Customer Services when they have no classes. A story of two sisters and a brother, born to help people.

The Bougamza family is well represented at Customer Services. How is that possible?

Roumayssa • “That's my fault! (laughs) Through a friend, I heard about the opportunity to work at Colruyt Group Customer Services. Interesting I thought. I sent them my CV, did some interviews and I was allowed to start. It soon became very clear to me what a fantastic job it is! I often talked about my day at the kitchen table. I was so enthusiastic Rajab and Raghda also wanted to join. (laughs)”

Rajab • “True! I also put myself through the hiring procedure. And I have to say: Roumayssa was right. I was great from the start!”

And your enthusiasm spread even further …

Raghda • “It did! Rajab was also wildly enthusiastic at the very same kitchen table. I didn't want to stay behind. (laughs) Sister and brother were also very positive about the company and the colleagues. They really try to help you where they can and you feel very welcome. The kitchen table stories had put me in the loop. But thanks to the support at work, I immediately knew everything would be all right.”

Roumayssa • ”Actually, at work we're not family, but colleagues. This means we all have to prove what we're worth. I might have prodded Rajab and Raghda a little, but they had to prove themselves during the tests and interviews with our superior. The same applies to Ahlam. Because – unbelievably – since last autumn break our cousin also started at the Food+ Contact Centre and she helps the customers of our food stores and DATS 24. (laughs)”

The Bougamza family seems to be made for this job. Do you have a special gift to do this?

Rajab • “I think it's important you're sociable, and have empathy.”

Raghda • “Empathy, yes, that's in our blood! (laughs) People sometimes call with the craziest stories. You need to understand their feelings and thoughts.”

And be patient, right? Because not all telephone calls are as friendly I imagine …

Raghda • “Yes, some customers show little respect. Of course, you mustn't fall into that trap. You treat others the way you want to be treated yourself. And we end those calls politely. You have to respect your own principles and not start shouting down the phone.”

Roumayssa • “We don't see them and they don't see us. Some people think that gives them the right to be rude. But the majority of customers is friendly, you know!”

What's so nice about your job at Customer Services?

Roumayssa • “Being able to help people by solving their problem gives you a great and satisfied feeling. I enjoy that!”

Rajab • “Calls with older people are very satisfying. They'll call with questions about a fraudulent mail telling them they can win a big discount of, say, 100 euros in one of our stores. When I warn them about this, they are over the top grateful. And you realise you've made someone's day.”

Raghda • “Or they have questions about the Xtra app. Sometimes you have to explain it several times. But if you've managed, and you've achieved what you set out to do … it can make me really happy. Helping people remotely is so enjoyable!”

Rajab • “Sometimes when I call Customer Services of a different company and I hear how they react, I think to myself: we would do that differently. I am certain that Customer Services treats it customers well.”

You're students. When do you work?

Roumayssa • “Yes, we're all still at school. We have a student contract and usually work on Saturdays, during holidays and when we don't have classes. But this job is a passion, you know: it doesn't feel like a job.”

Rajab • “Do you know what I also find interesting? You discover the world behind the company, and the systems behind our services. You develop a lot of skills and knowledge here. It's a great experience we might be able to use later in life. And we're getting paid for it too ... (laughs)”

“Sister and brother were wildly enthusiastic about their job at the kitchen table. I didn't want to stay behind” -

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2015

2018 2020

Tests

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