Burning Questions with Nicky Somati

Usually, very few things are common for all people around the world. One of these rare things is: we have all contacted a customer support agent at least once in our lives. But have you ever wondered who is behind that screen, answering your questions and what their work life looks like? Today we interview our Customer Support Manager, Nicky Somati, who answered all our Burning Questions. 

How was your journey at Talk360?

About two years ago, I completed a project on improving customer service processes. When I achieved the desired outcome, my excitement led me to look for my next challenge, one that aligns with my personal values. While looking at opportunities, I came across Talk360 and was intrigued by its commitment to its values: diversity, reliability, affordability, and passion. What caught my eye specifically was their tagline: Connecting Lives, Bridging Distance. Fast forward to my interview process, I sat down with the Operations Manager and Digital Director, and I was told about Talk360’s mission to provide affordable, high-quality calls to any mobile or landline in the world. In addition, I had many pressing questions that were immediately welcomed with transparency.

My interview with Talk360 was so memorable that I could not pass up the offer. I was immediately drawn into passionate discussions and honesty when discussing challenges in customer support. After being hired as a Support Agent, I was offered the opportunity to grow within the company because of my experience and background in IT, software testing and service desks.

I was graciously welcomed to the Talk360 team despite the physical distance, and I got to meet the team in the Netherlands in person in May this year. It was an exciting experience to meet the team face to face, which had grown so much ever since I had joined Talk360.

Overall, it has been quite a rewarding experience. I had the exciting opportunity to work on identifying problems using data, training support agents, and handling more responsibilities in my field. Thinking back on how it started, this experience has been enjoyable in every moment, and I am grateful to have my loyalty and dedication rewarded by Talk360.  

Nicky and her Talk360 colleagues during her visit to The Netherlands.

What was it that made you join Talk360?

I joined Talk360 because I was looking for a customer support job that would be both challenging and rewarding. I found that Talk360 offered both of those things and more. The people at Talk360 are passionate about their work, and it shows in the quality of the product and the level of care and empathy we provide in customer support.

Living in Suriname, and having family in the Netherlands, I am aware of the connectivity issues and excessive costs that people can face when calling their loved ones internationally. Being through this has helped me understand the importance of the mission at Talk360, and empathize with the users to help them better.  

I think the most important thing that sets Talk360 apart from other companies is our commitment to our users. We are constantly looking for ways to make their experience better, and we are always willing to go the extra mile to help them out.

You deal with Talk360 users a lot, how would you describe them?

I manage a team of customer support agents who receive queries from unique users who come from all over the world. We provide them with support to purchase credit, learn how to use the app, connect to their loved ones, and more. No two days are ever the same. We also work closely with other teams within the company, such as sales and marketing, to make sure that our users are happy and incorporate any feedback they may have.

One of the most frequent questions we get is how to top up airtime. This depends not only on which country a customer is in, but also on which currency they want to use. I am looking forward to the payment platform, which we are building, to go live over the next few months as many more people will be able to purchase Talk360 airtime using their preferred payment method and currency. It will be a game changer.

What is the most common challenge in customer service, and how do you tackle it?

One of the most common challenges when working in customer service is that people can be angry at you and may sometimes expect you to go beyond your scope. The most important thing I have learned is that you must be patient with users. They are often confused and frustrated, and they need someone to help them through the problem. Being gracious with our users goes a long way and calms them down.

Technology is always changing, and it can be hard to keep up. We must constantly update our systems and train our employees on new software and processes. It is a lot of work, but it is necessary to provide good customer service.

What is your favourite thing about working at Talk360?

I really enjoy working with people from all over the world and hearing their stories and what they use Talk360 app for. It is very rewarding to be able to help our users with their problems and see them satisfied at the end.

Another one of my favourite things about working at Talk360 is its people. My colleagues come from all around the world, and there is mutual respect between them. We always celebrate our diverse cultures and backgrounds. The atmosphere is very friendly and professional, and everyone is working towards the same goal of connecting lives all around the world.

I really enjoy working at Talk360 and I am grateful that my potential was noticed from day one. I am especially proud of the work we do to support our users. We are always looking for ways to improve the customer experience, and we are always learning new things. I love thinking outside of the box especially when it comes to improving systems or service delivery to customers. With that being said, I'm looking forward to growing with the company.

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