Tam Duong-Le

How long have you been working with Smartgroup?

I started at AccessPay in 2014 and joined Smartleasing in July 2018 after AccessPay was acquired. At AccessPay I was a Specialist & Vehicle Finance Officer specialising in novated leasing and company vehicle FBT management. At Smartleasing, I am a Leasing Consultant.

I was definitely very nervous about the change to Smartleasing but also very excited at all the possibilities and opportunities that were being made available to me. The work is similar to what I was doing at AccessPay, but this role is more focused on novated lease sales, and there are many products to sell. Working remotely from my team and team leader is different as well, but everyone has been very supportive. I can always reach a team member if I need help.

What do you love about your role?

I love my role as a Leasing Consultant. It's the job I never knew I wanted until I did it. I never thought I would enjoy sales or be great at it. I like the challenges and each customer, each lease is different, and the job is a continuous learning curve. I always feel like I have achieved something when the customer has the "ah hah" moment because they understand how a novated lease works and the benefits to them. Happy customers are great customers who will return and even refer you on to their family and friends.

Best customer service advice?

Be friendly and approachable. The customer may be having a bad day, and a friendly cheerful, helpful voice may be all they need to brighten up their day. It also builds the customer's confidence and rapport if they are comfortable chatting with you. A smile never hurts!