Specialist Koosje Visser

About Koosje

Koosje has been working at ThePhoneLab as Customer Happiness Manager since November 2022. From home or from our office on Beethovenstraat, she makes sure that every customer feels heard and helped – from the first contact moment to a solved problem.

She came to ThePhoneLab as a first-year student, looking for a job that was easy to combine with her studies. The job immediately appealed to her: a small team, personal contact and the opportunity to really mean something to customers. Meanwhile she has been working there for quite some time with great pleasure. Besides her work, she studied Applied Psychology and is now studying for a Bachelor’s degree in Psychology at the university, knowledge she applies daily in her work.

Within ThePhoneLab, Koosje is responsible for everything around customer contact. She manages customer service, supports the stores at busy times and solves negative reviews by making personal contact. We all work very hard to make every customer happy, but where people work, things sometimes go wrong. Koosje will always try to turn every experience into a 5-star experience. She also takes care of the monthly reports, manages social media reactions and contributes to the improvement of the AI assistant, Labby.

Empathic listening is her greatest strength. She understands that a dissatisfied customer is often not angry about what went wrong, but about how it was handled. By really taking her time and making people feel seen, she manages to take customers from dissatisfied to happy time after time. That gives her the most satisfaction in her work, when a negative review turns into a positive one and a customer writes that he or she was truly heard.

Outside of work hours, she enjoys going into town with friends, going for walks or runs, and happily diving back into her textbooks.