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Dragana Tomić, CEO , Nova Concept d.o.o.

A Partner With The High-quality Factor

Nova Concept is a young company for whom it is important that the client is satisfied, not only with the service, price, business and results, but also with the relationship, to feel how important it is to them. In addition, they strive to provide their staff with the best working conditions

In addition to customer service projects, we are open for cooperation in the field of ‘mapping’, placing products on the online shops of clients from Germany, Austria and Switzerland, and in the distant future we would also like to implement an outbound project, they say at this Novi Sad start-up.

Your speciality is customer care, customer service and support, but you are open to other areas as well. What other services do you offer?

We are currently building a project where we solve customer inquiries from Germany, Austria and Switzerland and process a wide range of customer inquiries from a renowned online fashion shop.

Our goal is for each contact to be processed carefully, in detail and within the given norm, because a satisfied customer will return to the same place.

Since we are a start-up, this is currently our only client, but we are working on expanding our business. We are open for cooperation in the field of ‘mapping’, that is, for placing products on the online shops of clients from the “DACH-region” (Germany, Austria, Switzerland), and we would also like to implement an outbound project in the distant future. Our focus is on inbound projects, and our goal is to become a platform with a high-quality factor for our clients.

You offer maximum flexibility, dynamism and space for innovation, but these are not your only advantages. What else makes you stand out?

We always provide our clients with maximum quality, and we also believe that honesty and transparency are the secret of a successful partnership. When you are honest from the start and define your abilities, possibilities, vision, goals, and even the philosophy of your business, you will quickly recognise whether the client shares the same attitude.

We always provide our clients with maximum quality, and we also believe that honesty and transparency are the secret of a successful partnership

In business as well as in interpersonal relationships, there is a kind of chemistry that brings people together. And just as in interpersonal relationships there should be a strong foundation on which everything rests, it is also necessary that there is an equally strong foundation in a relationship with a business partner. This is the foundation that we build first, and only after that do we continue with all our business. Well, that perhaps separates us from others to some extent.

It is very important for you that the client feels how important he is to you. It’s not common to do this kind of work with the heart, is it…?

You’re right, it’s not common, but that’s the only way we can do it. When you do something you love, then your heart guides you through work and through all actions, but that doesn’t mean you can forget about focus.

I believe that it is much easier to work with emotions, but only positive ones, because with them, with faith in your team, every problem in business and every fall is easier to bear. This applies to the work itself, but also to conversations with customers, because your mood will be transferred to them as well.

Communication is not just an exchange of words; communication is a complex instrument that includes many factors, from rhetoric and gestures to facial expressions and tone of voice. Every feeling is felt during a conversation, and that’s why we try to provide our workers with the best conditions so that they feel good and comfortable at their workplace. We want them to transfer that positive energy to their clients during a call.

An employer who is guided by his heart spreads positive energy to his team, and they then transfer it to customers through their conversations, so that at the end of the day, everyone is happy and satisfied.

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