1. When and how did you start working at Rosclar?
I started working at Rosclar in April 2012. I already had colleagues at Rosclar whom I had worked with previously. Specifically, Anna Mora asked Eduard to bring me into the company when she joined, and a year later I spoke with Eduard and began my journey at the company, where I was brought in to create the Social Security Department.
2. What does being a “YOUR ROLE” involve? What does your job within the company consist of?
Throughout my time at the organisation, I have held several positions across different departments. As I mentioned earlier, the Social Security Department was created when I joined. I then spent some time in the implementation department, after which I became part of the incubation team. I subsequently moved to Production Team 1, where I remained until I left the company at the beginning of 2025.
In March 2025, I returned to Rosclar because the project at the company I had joined did not turn out to be what I had been told it would be, and I decided to come back. Eduard had no objections, so I returned in March 2025 to the implementation team, and I am currently part of Production Team 2.
My responsibilities include advising clients on payroll-related questions, payroll calculations, tax reconciliation, and so on.
3. What is a typical day like for you at Rosclar?
Within the payroll production teams, there is a schedule agreed with each client specifying the days on which payroll needs to be sent and shared. These schedules are organised so that the deadlines are spread throughout the month.
At the beginning of the day, I check the tasks that need to be completed according to the schedule. I then respond to any emails that may have arrived during the afternoon or overnight, particularly if the client is in a different time zone.
Throughout the day, queries and requests come in from the different clients assigned to me. I try to respond to them as quickly as possible and then work through the day’s tasks according to the schedule.
I am also available to colleagues who may need help, whether with a calculation-related question or a legal matter.
4. From your experience, what makes the difference between good customer service and truly excellent customer service?
Identifying a need, anticipating that need, or simply helping with something the client has not asked you to do but that you know will be very useful to them — I think that is where the difference lies between good service and excellent service.
Empathy and understanding are also key qualities. It is important to try to help as much as possible with the client’s needs. Of course, there must always be boundaries, because I also believe that excellent service means being able to explain to the client why a particular decision has been made, even when they were asking for something different.
It makes a difference when the client understands the reason behind a decision, and I believe clients appreciate that too. Simply being willing to do whatever the client asks without questioning it is not necessarily helpful to them in the long run.
5. What small details do you think make a client feel heard and well looked after?
We generally communicate with our clients by email, telephone or video call. We rarely have face-to-face meetings with them.
Therefore, when communicating by email, being able to respond quickly and clearly is very important. If a more detailed response needs to be prepared, it is helpful to let the client know that their email has been received and that they will receive a response shortly.
When speaking by phone or video call, being friendly and communicating clearly and confidently is important. Even if you do not know the answer immediately and need to check it afterwards, the key is to let the client know that you will look into it and that they will receive an answer to their question.
In my experience, especially during phone calls, sometimes the client’s question is not really a question at all. They may call simply because they want to talk about other things or ask how you are doing. I believe it is important to respond to those needs too, because you build a relationship of trust with that person. You know they will help you whenever they can, just as they realise that you will also be there to help them.
6. Tell us about a case where good customer service made a difference in resolving a complex situation.
There is a company that is still a Rosclar client today which was assigned to my portfolio once it had been implemented.
The relationship with the client contact was somewhat difficult on their side, so I found out that the change had been decided at a global company level, and that the client contact disagreed with it and wanted to continue working with their long-standing payroll provider.
The first few months were difficult in terms of communication, but little by little we started implementing changes to the payroll, improvements that we felt were beneficial both for the employees and for the company.
Initially, the client was reluctant to accept these changes. There were some difficult calls and some rather unpleasant emails, but I managed to earn their trust, and they gradually became more open to accepting the changes.
In the end, we made many changes, all of which represented improvements for both the company and its employees. The client contact eventually realised that these changes would never have been possible with their previous provider, because that person had simply given in to everything they asked for and only did what the contact wanted.
From that point onwards, communication with the client became excellent. We went from having a tense and critical relationship to one based on friendliness and trust. We both made an effort, and in the end that effort led to a very strong relationship.
7. How do you manage to maintain a close and personalised relationship even when handling a large number of clients?
From my point of view, the most important thing is for the client to feel that they are being looked after and understood.
That is why it is so important to respond quickly when a client makes a query. Sometimes this can be difficult because you are working with other clients at the same time, but what I try to do is assess the query first.
If it is something I can answer quickly, I respond as soon as possible. If it is a question where I need to check or verify information, I send the client an email letting them know that I have received their query and give them an estimated timeframe for responding, depending on my current workload.
This makes the client feel that they are being looked after and lets them know that you are actively working on their request.
8. What skills do you consider essential for providing a high level of customer service?
Empathy, understanding, politeness and the ability to help.
If the client experiences these qualities in their day-to-day interactions with you, they will appreciate your work. The support between the client and you becomes mutual.
We should remember that teamwork — including teamwork with the client — is essential in order to deliver high-quality work.
9. How has the way you serve clients evolved in recent years? What changes is Rosclar introducing to continue improving the customer experience?
In our work, communication with the client takes place every day, whether by email, which is the most common channel, by telephone, or through video calls scheduled using different applications.
It is true that a video call gives you a closer relationship than a phone call or an email. The client can see you, get to know you and empathise more with your work, and of course, you can do the same with theirs.
The service Rosclar provides to its clients is personal and approachable because there is a person behind every response. We do not use automated answering systems or AI for this, and clients appreciate that.
The idea is not to lose that personal connection. We want clients to feel integrated into Rosclar. That way, trust will be mutual and the service will be second to none.
10. What do you value most about working for a company like Rosclar?
That it feels like a family. The atmosphere is close and personal, both with colleagues and with the company’s management. Everyone knows each other, and that creates the sense of unity that is necessary for the work to be delivered to the highest possible standard.
The level of support, both professionally and personally, is enormous. You know that you are never going to be on your own, and that gives you a great deal of confidence in the work you are doing.
As a Rosclar employee, you know that you are allowed to make mistakes. Everyone makes mistakes; what matters is solving the problem and moving forward, rather than constantly focusing on reprimanding someone.
I have had professional experiences in other companies where a mistake was treated as a disaster, and the focus was not on how to solve it, but rather on finding and blaming whoever was responsible.
That is what a family is about: supporting one another during difficult times and sharing the great moments of happiness.
11. If a company wants to improve the experience it provides to its clients, what three pieces of advice would you give?
First, make sure the client feels that they are being looked after. Sometimes clients feel neglected because emails are not answered, calls are ignored, and so on. A client who feels that they are being looked after feels supported and knows that they can count on you.
Second, focus on effectiveness and efficiency when responding to queries and/or delivering the service. In my view, doing things in a simple and easy-to-understand way is the most important thing.
There is no need to overcomplicate things by looking for complex answers or carrying out complicated processes when the client may struggle to understand them. Things that are done in a simple and understandable way are often the most productive.
And third, human interaction and trust. The client needs to feel understood, but if there is something they are getting wrong, you should also make them aware of it.
This will create a strong relationship with the client and build a level of trust that can last for many years.