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MATE is building connections that really matter 2020 ASEA’s Customer Service Team of the Year
MATE is an NBN internet and mobile plan provider which strives to make connections with customers that go beyond just supplying a service. MATE, headed up by general manager Mark Fazio, was the winner of the 2020 ASEA Customer Service Team of the Year award. They then went on to win the 2020 International Service Excellence Award for Customer Service Team of the Year.
For MATE co-founder and general manager Mark Fazio, family and connection are at the heart of everything he does. Developed and founded by Mark and his twin brother David, the highly successful telco provider was conceived in their auntie’s backyard and MATE’s first 19 employees were family. The pair’s younger brother, niece and nephew still work for the business and their auntie cooks for the MATE team at their Greater Western Sydney office every day. And that family focus is exactly what Mark believes makes MATE such a successful company; everyone – customers, clients and team members – are treated like family. “That's our cutting edge, right? We started a business as a family from the ground up,” Mark says. “This business has meant way more than having a job or having money in the bank. It meant that by being successful, we could help support our family. And that’s now the culture that we deliver in the business. We like to say that we are a customer happiness’ business that happens to sell telco products. Mark says MATE’s focus is simple – providing excellent service and doing everything they can to keep customers happy. “That's what we do; we make sure the customer is as happy as possible,” he says. “Then we sell them the telco product, because if they're not happy, then no matter what they buy, they're never going to stay and it's a waste of our time, right?” The MATE team now comprises around 70 people, and they’re looking to expand with an eye out for people with the right attitude, motivation and determination.
