Klarna’s new customer service manager says she’s ‘not afraid to speak up’

Klarna has made a change to its customer service team after a string of customer complaints.

Key points:The new manager, Kelli Thompson, says Klarna is looking for more women to join the teamKelli Thompson says she wants more female staff to lead customer serviceThe new Klarna chief executive says it will look at more female rolesThe chief executive of a Perth-based pharmacy has announced a shake-up of its customer support team after the company was accused of discrimination.

Kelli and Scott Thompson were accused of sexual harassment and inappropriate behaviour by former employee and former customer.

The former employee, who is now a consultant, accused Klarna of failing to address concerns about its support team and a number of complaints about its female staff.

“Kelli has made it a priority to work with us and change the way we look at customer service and that’s what we’re looking at,” Ms Thompson said.

Ms Thompson said Klarna was not seeking to discriminate against women and would be “taking the appropriate steps to change our culture”.

“We’re taking the right steps right now to change the culture, we’re taking a leadership role and taking action on the issues that are raised in our support team,” she said.

“We’ve got a lot of people coming forward to talk about what’s going on and to let us know what we can do about it.”

The allegations against Klarna came to light last year after an investigation by the ABC’s The Project.

Klarna said it had removed all inappropriate behaviour, but it would not say how many employees were involved.

“The investigation found that our team did not conduct themselves in a manner that was respectful of our customers and was in breach of the law,” it said in a statement.

“As a result, we have taken a number, but not all, of the steps that were required to address the allegations.”

In a statement, Klarna said the company had “repeatedly been and continues to be committed to changing its culture and culture of respect for the rights of all customers”.

Kelli said her first priority was to ensure that everyone working in the team was qualified to support their customers.

“This includes making sure that all of our teams are fully qualified to help their customers with their problems and problems relating to their pharmacy,” she told the ABC.

“For the time being, we will not be commenting further.”

Kelli is not the only woman in the company to be made to apologise after being made aware of inappropriate behaviour.

Kathryn Stannard was accused by her husband of inappropriate touching in an incident involving the same pharmacy.


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