Sisters Working in Customer Support: “We’ve Saved More Than One Wedding”
Working in customer support can seem challenging – after all, most customers reach out when something goes wrong. But for sisters Emanuila and Daniela, customer support specialists at Omniva, helping others makes it all worthwhile. Their workdays are full of surprises – from assisting seniors caught in fraud schemes to helping locate missing wedding dresses.
Together at Work and Beyond
Emanuila has been part of Omniva’s customer support team for three years, and her sister Daniela joined a year and a half ago.
“I’d heard so many good things from my sister – that the team is friendly, supportive, and always ready to help, and that every day brings something new. When a position opened up, I sent my CV, and now we get to work together,” Daniela smiles.
When asked what it’s like to be on the same team, both agree that it’s only an advantage.
“It’s great knowing there’s someone beside you whom you completely trust and can share how you really feel. And since we’re in the same field, it’s easy to understand each other. I try to avoid work talk after hours, but Daniela, on the other hand, seems to fall asleep and wake up thinking about customer stories,” laughs Emanuila.
The sisters also enjoy spending their free time together, though their hobbies differ. Emanuila prefers active pursuits like kickboxing and sports, while Daniela enjoys quieter activities such as nature walks and watching basketball games.
Empathy and Attention to Detail Matter Most
The sisters admit that working in customer support often feels like detective work. From just a few details, they must piece together the full story and find a solution.
“Often, you can tell what problem someone has from just a few words. There are also funny moments – like when a customer is standing at the wrong parcel machine and we’re trying to guide them. That’s why it’s so important not only to listen but to truly hear. Empathy and kindness are essential in this job,” says Daniela.
Saving Celebrations and Protecting Customers
Over the years, the sisters have had their share of heroic moments – from saving wedding days to preventing financial losses.
“In summer, we often have ‘wedding dress rescue missions.’ Once, I stayed after hours to help a customer locate her missing wedding dress. The parcel hadn’t been properly packaged, and the address label had fallen off. The wedding was the next day. In the end, our team found the parcel – we really did save the celebration,” Daniela recalls.
Emanuila adds that fraud cases have become more frequent, so vigilance and quick reactions are crucial.
“Once, a woman deposited a large amount of cash into a parcel machine, thinking she was helping a family member. Moments later, she realized it might be a scam and contacted us. We reacted immediately and managed to save her money,” says Emanuila.
Motivated by People and a Simple “Thank You”
When asked how they stay positive while solving dozens of complex situations each day, the sisters answer simply: helping people keeps them going.
“As a child, I wanted to be a flight attendant, and Daniela dreamed of becoming a police officer. I guess the desire to help others runs in our family,” says Emanuila.
“What inspires us most is gratitude. Sometimes customers call or write just to say thank you or share kind words about our support. Those days feel like little celebrations for us,” adds Daniela.
A Culture of Support and Appreciation
According to Agnė Vaitkė, Head of Omniva’s Customer Support in Lithuania, the company focuses not only on customers but also on its team.
“We understand that customer support requires emotional resilience, so we strive to create an environment where people feel good. We organize motivational activities, celebrate birthdays and holidays, and enjoy getting together after work. Every month, the team nominates our ‘little rays of sunshine’ – colleagues who stood out with great results, positivity, or kindness. Since employees make these nominations themselves, it’s a truly heartfelt recognition,” says A. Vaitkė.
She adds that Omniva’s team is currently searching for new colleagues and invites those who want to grow in a supportive environment to join.