Collisions are fundamentally a negative experience for the vehicle owner, ensuring the first touchpoints in the repair journey are a friendly and positive reception are important. For Chantel Griezans it is all about staying people focussed.
Business owners know it is often the customer service staff that keep the flow of operations ticking over, not to mention the critical first point of call for customers. It makes employees like Chantel Griezans invaluable.
Chantel approaches her customer service role in the repair industry with enthusiasm and a drive to learn as much as she can about automotive technology.
Stumbling upon the repair industry completely by chance, Chantel found her passion in an unconventional setting.
Originally from England, Chantel found the repair industry while travelling around Australia on a working holiday visa in 2017. She was given the opportunity to work as an administrator for Action Smart Group to help with the remaining claims at the end of the hailstorm season.
“I thrive in working in a fast-paced environment and was fascinated by the buzz of working in the hail industry,” Chantel says.
After returning to England, Chantel missed the Australian lifestyle and decided to move back in 2019.
“I returned to the hail world where I was fortunate to chase the hail for 5 years while also getting to see new parts of Australia,” Chantel says.
Chantel now works at ADAS Solutions as an ADAS Specialist in Brisbane. Her role includes answering emails from repairers, adding bookings and determining if further information is needed.
Chantel is responsible for ensuring that their clients across Australia receive accurate and timely invoices, all while remaining committed to delivering quality and trusted customer service.
She has thorough knowledge of ADAS calibrations, and is often on calls from the Queensland area assisting with repairs that involve calibration, coding, or diagnostic repairs.
“My role is crucial in ensuring that repairers’ technical needs are accurately identified and addressed promptly,” Chantel says.
Customer service
Chantel has always pursued customer service roles, from working in retail as a sales assistant, to managing calls and complaints as a senior advisor.
“I feel extremely passionate about always trying to provide the highest level of customer service,” Chantel says.
“I aim to treat people and their vehicles how you would wish to be treated and how you would want your car to be treated.”
Taking advantage of the COVID lockdowns, Chantel took the opportunity to upskill and further her understanding of the dynamics of business. Goal oriented, Chantel shifted her focus to enhancing her skills.
“I completed a Diploma and an Advanced Diploma in Business to help strengthen my career, and I am so glad that I did it,” Chantel says.
For Chantel, the repair industry is centred around people, and she highlights that is where the focus should always be.
“It is definitely my favourite part of the industry,” Chantel says.
“I’ve met some remarkable people over the years, colleagues as well as customers.”
Creating a personable relationship with clients and customers has been an area that Chantel has excelled in.
“I have absolutely loved being in a customer facing job, building relationships and being on their repair journey with clients from start to finish,” Chantel says.
Chantel goes the extra mile for her clients, and often keeps in touch with customers, even after their cars have been collected.
“I have always cared a lot about my customers and wanting to ensure I can give them the best service that they deserve.”
The care and passion for her clients also extends towards the community of colleagues in the repair industry. Working in a predominantly male industry, Chantel has found she has been treated well and met with respect and appreciation.
“I’ve found that I’ve not only made friends in the industry, but also found what feels like a second family,” Chantel says.
“I have so much love for every team that I’ve worked with, many of them will always hold a special place in my heart.”
Her hard work, and caring approach has not gone unnoticed or unrecognised. A standout moment in her five-year career was winning the admin/customer service award at the Women in Collision industry night. With numerous people nominating her for the award, it was well deserved.
“I find it difficult to put into words how I felt accepting the award as I’ve only ever felt like I’ve just done my job,” Chantel says.
“In saying that, I am extremely grateful for the award and everyone who put my name forward.”
Enjoying Australian life
Outside of her work life, Chantel describes herself as a ‘wannabe Aussie’, who loves the beach and a Great Northern Super Crisp (or two).
“Living in Australia has definitely made me appreciate the finer things in life and I regularly have “pinch me” moments and realise how lucky I am to be here,” Chantel says.
Being outside and enjoying the Queensland sun has also meant Chantel is a member of her local CrossFit club.
“I have met some of the most inspiring individuals at the club who motivate me every day,” Chantel says.
“The camaraderie and support within the community push me to reach my fitness goals, but it also encourages personal growth and resilience too.”
Opportunities ahead
For anyone wanting to start a customer service job, remaining resilient and embracing the challenges are all part of the role, according to Chantel.
“My main advice would be to stay positive, support your peers and keep smiling,” Chantel says.
Chantel is committed to further expanding her knowledge with ADAS Solutions and the rapidly evolving field of automotive technology.
“I am really enjoying my journey so far,” Chantel says.
“My approach to my profession is built on two pillars: continuous learning and self-improvement. I have found both in this industry.”
Despite some testing times and challenges working in customer service, Chantel’s passion and care for the clients and her colleagues fuels her motivation.
“There has been blood sweat and tears at times, but I honestly feel so grateful to have met the people that I have in such a short period of time,” Chantel says.
“I know countless of them will continue to be a big part of my life for years to come.”