Blasted by hot tempers and hard problems, call-centre workers have to keep their cool. Meet Nutta - one of the coolest

Answering inquiries or receiving complaints about mobile-signal problems are far from being the only duties of a call-centre operator like Nutta Pleancharoen, who works at AIS mobile service.

"Booking movies, concerts, or flight tickets, calling for a car-repair service, or analysing call packages and promotions are some of the other things I do," she says. With all those responsibilities, Nutta, 24, prefers to call herself a personal assistant (PA).

Unlike general call-centre operators, PAs focus their attention on VIPs or high-paying customers. And because of this different level of clientele, a personal assistant must be able to work more like a special secretary.

"There was a case where my customer forgot his Blackberry recharger while on a trip to Phuket - and he didn't want to buy a new one," Nutta recalls. "So, I had to find a spare recharger and send it to him by plane."

Nutta deals with 70 to 80 customers needing help every day. However, she says a beautiful voice is not a major requirement for the job. A commitment to good service is much more important.

"Although you may think a caller's problem is very simple because you have to deal with it everyday, you must still be willing to help, or follow up if you have to pass the problem on to another department," she says. "You must always think of the customer's point of view. What you believe is a tiny problem might be huge for them."

With more than two years' experience, Nutta says the charm of her career is in never knowing who is waiting on the line for her help.

"I have to be prepared for different personalities. Will he or she be calm or hot-tempered? Coming up against new situations every day makes me realise I have to develop myself all the time," she says.

"The job also gives me self-esteem and confidence. I know I can help those in need at the other end of the line."