Cazoo Heroes: Meet Cassandra

Content

Question: Hi Cassandra! How long have you been with Cazoo?
Q: How is Cazoo different from the work you've had before?
Q: What do you like most about helping clients?
Q: What was the most rewarding experience with a client for you?
Q: What is your biggest customer achievement since you've been here?
Q: How do you want clients to feel while working with Cazoo and after?
Q: What do most customers comment or surprise about Cazoo?
Q: Can you describe your job at Cazoo in three words?

Question: Hi Cassandra! How long have you been with Cazoo?

A: I have been working here since the beginning of February. I am Canadian and before that I worked and lived in Denmark.

Q: How is Cazoo different from the work you've had before?

A: The culture is very different from any place I have worked before because everyone is so passionate about each other and our purpose as a business. During the lockdown, when we were all working from home, I missed the office, but we still managed as a team very successfully because of our culture here.

Q: What do you like most about helping clients?

A: I love success stories! When I hear customers talk about how happy they are with their car and the support they felt during the purchase, that is ultimately the goal.

Q: What was the most rewarding experience with a client for you?

A: There are quite a few! The most rewarding experience was receiving flowers from a client after helping them with a shipping problem that arose shortly after delivery. They were so grateful and surprised that I sorted out the situation immediately without any fuss or extra cost.

The flowers were sent to the Cazoo head office and bought from the seller who plants a tree in Africa for every bouquet of flowers sold!

Q: What is your biggest customer achievement since you've been here?

A: There was one sad occasion when I felt proud to work in customer service. A month or so after the Cazoo car was delivered to her, a woman called and asked if she could return it. She explained that her husband bought the car because he always wanted one and it was his dream car, but he subsequently passed away. She explained that every time she looked out the window and saw the car, it reminded her of how much he would love to drive it, so he wanted to return it. We usually don't accept returns after 14 days, but we were able to make an exception and send flowers to her when the car was assembled. She called and was so grateful. It was a very proud moment.

Q: How do you want clients to feel while working with Cazoo and after?

A: To trust the brand and know that they have a great customer support team looking after them. Sometimes people don't expect there to be any aftercare, but I want them to know that we are there for them and that they feel satisfied with their purchase every time they get in the car.

Q: What do most customers comment or surprise about Cazoo?

A: People honestly don't expect us to take care of them the way we do. Even when there are small problems, we ensure that customers are protected and sometimes they will be literally overwhelmed and excited that we are helping the way we are!