We are a multilingual customer service provider, and we also provide customer support services. We communicate with clients through various communication channels, e.g. phone calls (inbound/outbound), e-mails, chat and social networks
Paradox Consulting has its headquarters in Novi Sad and a branch in Banja Luka and operates in several countries. Our company is also a leading outsourcing provider in Serbia. We connect over 30,000 people every day, adapt and respond to their needs, and are one of the companies in Serbia that had the best creditworthiness score in 2018 and 2019.
In addition to its extraordinary management that has abundant international experience, Paradox Consulting has over 200 employees, most of them a young workforce, proud to be working in a multicultural working environment. In her interview, Nikolina Josipović, General Manager of Paradox Consulting, talks about these and other topics.
Paradox Consulting was founded in 2014 and is currently the leading outsourcing provider in Serbia. Could you tell us the secret of your success?
Our development story is very interesting and I would like to use this opportunity to tell you about how it all began. When the company I worked for went bankrupt in 2014, I decided that I and 28 of my colleagues would continue having a job. Eight of us decided to continue working and together, we founded Paradox Consulting in November 2014. That desire for success, teamwork, believing in ourselves that we can overcome all obstacles and demonstrate that we are capable and that we can do it, led us to today, when we are one the most successful call centres in Serbia. I can confidently say that this is the secret to our success.
You connect over 30,000 people every day in several countries worldwide. How do you adapt to different customer needs?
We do business with different clients, although our focus is German-speaking areas. Big and small clients are equally important to us and our commitment does not depend on their size. The most important thing is that we understand the needs of our clients well, and thus adapt to them. We give them tips on how to improve their customer support.
Your company’s focus is on a unique service. What kind of services do you provide?
We are a multilingual customer service provider, and we also provide customer support services. We communicate with clients through various communication channels, e.g. phone calls (inbound/outbound), e-mails, chat and social networks.
“Novi Sad is a unique environment, with so many different cultures and languages and an excellent source of quality workforce for us”
In addition to German, where we currently have over 150 employees engaged on projects, we also provide services in English, Czech, Slovak, Hungarian, Romanian, French, Italian and other languages.
Your company has been constantly expanding into various markets and doing new projects which pose special challenges for you and your team. Could you describe your team?
Each project is a special challenge for all of us. Our team is very diverse and it has members from 18 to 65 years of age. We are a young and motivated workforce (50% of employees are under the age of 35 and 65% of them have a university degree).
What are your company’s plans for the next period?
Our plans are long-term. We are always looking for new projects and new markets. Novi Sad is a unique environment, with so many different cultures and languages and an excellent source of quality workforce for us. I must not forget our plan to expand to neighbouring countries, and by that, I mean Banja Luka. We have already set goals that we are striving for. Furthermore, we plan to build an office building, where our employees will be able to enjoy many amenities like a kindergarten for their children, a restaurant, a gym and other facilities. Our goal is to provide our employees with the best working conditions and all the accompanying facilities in one place. You can see what that looks like on our website www.paradox-consulting.rs, as well as watch a short film about us
In order for a company to be successful, a number of factors have to coincide. What was crucial for your company’s success?
In order for a company to be successful, it has to have a healthy work environment and create all the necessary working conditions for its employees and only then it can expect the employees to give their maximum. If you don’t provide all the above, nothing matters. These are your people, your satisfied employees. You can be the best manager in the world, but if you fail to convey your vision to your employees and earn their respect and trust, leading by your personal example, you have done nothing for yourself or others.