Estonia’s Best Customer Service Representative, Kristin Parm: “There’s No Such Thing as a Stupid Question”
Omniva customer support specialist Kristin Parm has been awarded the title of Estonia’s Best Customer Service Representative this year. The recognition highlights her dedication, professionalism, and ability to makecustomers feel heard and understood.
Kristin has worked at Omniva for several years and, in addition to her regular role as a customer support specialist, also handles more complex and high-responsibility tasks. She is known for her attentiveness, calmdemeanor, and ability to find solutions even in the most complicated situations. These qualities have made her a valued colleague and a trusted specialist.
Kristin said that what she enjoys most about working in Omniva’s customer support is that every day is different in its own way and that even after nine years, she still learns something new every day. It is precisely thisvariety and the opportunity to keep developing that have kept her motivated, even after working in the same field for a long time.
A Good Customer Experience Begins with Listening
In Kristin’s view, a good customer experience is built first and foremost on trust. “For me, it means that the customer feels they can ask us anything. There’s no such thing as a stupid question,” she said.
According to Kristin, good service starts with the ability to listen and truly understand the customer. It is not only important that the question gets answered, but also that the person feels supported and taken seriouslythroughout the conversation.
The Most Important Thing Is Not to Assume
Over the years, Kristin has learned that the most important thing is not to jump to conclusions. “I think customers have taught me that you should never assume anything. The most important thing is to ask questions so you can understand the customer’s real needs,” she said.
This approach helps identify the root of the issue and find solutions that are genuinely relevant to the customer. Often, a person does not only need an answer, but also reassurance that their concern has been properlyunderstood.
Calmness Spreads
Customer service also involves more difficult situations, and Kristin knows how to stay calm in those moments. “I consciously slow down my breathing and my speech, because that has a calming effect both on me and on the other person and on me,” she explained. She added that the most important thing is not to take the situation personally.
Her ability to stay calm even in stressful situations has made Kristin a highly valued colleague and a reliable partner for the whole team. She is someone who can be trusted with demanding and challenging cases becauseshe is able to stay focused and keep looking for solutions even when the situation initially seems difficult.
Recognition Inspires Growth
The title of Estonia’s Best Customer Service Representative is an important recognition for Kristin. “To me, it shows that my hard work and strong dedication have been noticed, and that motivates me to keep going and keep developing,” she said.
Kristin says that what gives her work the greatest meaning is the opportunity to learn something new every day, whether that means improving communication skills or resolving more complicated situations. “It is a wonderful feeling to finish the workday knowing that I was able to help someone and make their day or work easier and more effective,” she added.
After the Recognition, Time for Herself
In her daily work, Kristin is used to being the one who listens, thinks along, and helps find solutions. Now, after receiving this recognition, she is taking a little time for herself as well.
“I’m planning to treat myself to a relaxing spa getaway,” she said.