My first encounter with bol.com was, when I ordered books online. A while later I saw that bol.com was looking for people to join the email team they were starting. I started the conversation with them. After completing the call training successfully I started answering emails from bol customers.
I was ‘eerstelijns’ and therefore had questions such as ‘Wat is mijn paswoord?' I hardly come across this question these days, because I can request my password automatically most of the time. Another frequently asked question was ‘Waar blijft mijn boek?'
For most questions I could choose the answer to the email from a decision tree. Often I had to adjust the answer a little bit. The questions poured in, and the team grew. Break rules and a target for answering email per hour were introduced and strictly followed to combat and prevent RSI. By product of all these was that the answering time of emails was shorten.
Despite my phone training, I thought it was enough when I had to combine answering the phone and email. I understand that this combination can prevent RSI, but I prefer not to answer the phone. This why, when I was asked if I wanted want to renew my contract, I said no. I received my official letter of resignation and started looking for my next student job. Hereby I said goodbye for the second time to Nieuwegein, where the bol customer service was housed at that time. The first time I met Nieuwegein was when I signed my contract to rent a studio in Zeist.