Online selling is undoubtedly one of the most important aspects of the entire selling process of our products and no one can give us valuable insight on this topic more than our online selling operator for 4 years, Kejsi Xhemo.

When asked about her decision to join Teoren, Kejsi reflected on her journey:

– “My application to Ecosoft stemmed from my desire to gain work experience in a well-structured company. After going through the interview process and spending the first few months here, I quickly realized that this is the company where I want to grow professionally.”

Do you like the work you do and why?

– “I enjoy the work I do because the variety of challenges and situations that arise every day keep me on my toes and prevent monotony from becoming a regular part of my workday. Each day brings new clients to communicate with, new situations to navigate, and different orders to process. This dynamic environment is what helps me improve my selling skills and makes me curious and excited about what each day has in store.”

What is the biggest challenge when working with online sales and customer care?

– “My biggest challenge when working with online sales and customer care is Time, especially in the moments when you need to respond to different customers at the same time, perform other tasks while also serving clients and having to adapt to different types of clients. Lucky, our team strives to meet all customer requests and orders, but addressing each individual’s needs in a timely manner can sometimes be quite a challenge.”

In the eyes of customers, you serve as a representative of the company. Does this create high stress and responsibility for you, since you are not the one selling, but you are in some way the voice of the company and the brand? 

– “I would describe my role more as a responsibility rather than a source of stress. I serve as the ‘middle man’ between the customer and the company. My duties include not only informing customers, processing orders, and providing solutions to any issues they may encounter, but also conveying the company’s commitment to responsibility and integrity.

While this can occasionally be a bit stress-inducing, it’s nothing that can’t be overcome with good time management and effective teamwork.”

Do you happen to care more than your job requires about the needs and expectations of customers?

– “Of course I do because, while serving the customers, you become attached to them as they consider them as a point of reference for solving any problem. As a result, even when they ask for support for something that is not included in my job duties, it is difficult for me to direct them elsewhere or not solve their problem. Fortunately for me, at Teoren we work as a team and regardless of taking on tasks that do not belong to you, this does not create stress as things are resolved immediately with the good spirit of cooperation.”

Would you consider your work to be important to the customer’s loyalty to the company?

– “  I consider it as important because as we said before, I am their first and direct contact between them and our company. Truthfully, if the service they receive from me is not up to the right standards, then they will lose credibility towards the company and the brand.”

What is, for you, the key to providing a quality service?

–  “In my opinion, the key to providing quality service, lies in several elements such as: a real-time customer response, ethical and warm communication, as well as solving problems in the shortest time.

Firstly, offering real-time responses to customers is essential because it demonstrates our commitment to their needs. Secondly, politeness and respect in all interactions are fundamental to create a positive experience for the customer. Lastly, solving problems efficiently and performing tasks with precision are vital component that ensure that customers are satisfied with the service. “

What is your strongest point?

– “ I would undoubtedly say my strongest point is communication, which makes me close every contact with clients in the best possible way possible. The selling process can be quite difficult depending on the typology of the clients, thus the successful  closing of the cycle, in addition to patience and correctness, undoubtedly requires a communication that suits every type of client.”

What annoys you most about your job?

–  “ Even though I love my job, some aspects make it difficult to operate in this position, such as phone calls in the late hours or customers who insist on requests I have already argued against for different reasons. Though few and far between, these are the times when I can say I have felt annoyed while working”

Who is your ideal customer?

– “ I cannot qualify and single out someone as an ideal customer because according to me, all customers are and should be treated the same, but without question, the customer who has prior knowledge of our products, combined with the desire and financial power to buy them is the customer I would classify as ideal because they make closing the sales cycle faster and more successful.”

What would be the “title” you would give to your work/experience at Ecosoft?

– “ Responsibility – This is the title I would use to describe my work experience at Ecosoft. Managing tasks within the department and addressing customer needs with integrity and reliability reflect my commitment to upholding high standards. My dedication to these principles, which in turn is also my responsibility, has significantly contributed to the success of the team and the satisfaction of our clients, encapsulating my perspective on my current work experience.”