The project Park Lane offers brand-new buildings with each their own architectural design. For every apartment, there’s a unique lay-out. Still, the buyers have a lot of options to choose from to personalize their apartment. But where to start? Caroline Melis works as a Customer Service Coordinator for Nextensa and helps the future residents of Park Lane with every step of this exciting journey, so that every apartment turns into a real home.
Hello Caroline! First of all: tell us a bit about your job. How did you come to be a Customer Service Consultant in the first place?
Caroline Melis: “I’ve studied Interior Architecture and Real Estate Law, and I first became acquainted with Nextensa about 4 years ago. They were looking to extend their Customer Service Department and it seemed like a great opportunity, so I took the leap.”
And what does your job at Nextensa consists of these days?
Caroline: “Most of my time I’m assisting our clients during the selection process of the different materials for their new apartment. If wanted, I’ll help them to modify the plans, for which I need to consult with both the architects and the engineers. This can truly be anything… From the lay-out of an apartment, to all its different techniques. Later, I’ll have to inspect the construction site to check if the requested alterations have been executed correctly.”
That ‘ll keep you on your feet! How do you approach your meetings with new clients?
Caroline: “I always let them tell their story first. I need to discover what kind of people they are. Do they feel the need to match their new property completely to their taste? And what is the result they have in mind? Then it’s my turn to advise them on the next steps.”
I truly enjoy the contact with the clients, colleagues, contractors and suppliers. No two days are the same. And it always gives me a kick when I get to turn a client’s wish into reality. If they are satisfied, so will I be.
Isn’t it challenging to keep your own preferences and sense of style out of the equation?
Caroline: “Yes, I need to be aware of that but that’s part of my competences after all those years. And customers do appreciate my input as an Interior Designer. It’s a matter of balance.
And how does it make you feel when you get to help a client in realizing a dream?
Caroline: “Amazing. Recently I definitely had to go the extra mile to translate the wishes of some clients into realistic plans. When I found a way, they were absolutely thrilled. One of them has even told me we needed to grab a celebratory cup of coffee! (laughs). It’s precisely why I love to be part of this project. I truly enjoy the contact with the clients, colleagues, contractors and suppliers. No two days are the same. And it always gives me a kick when I get to turn a client’s wish into reality. If they are happy in the end, so am I.”
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