Forus Senior Customer Support Specialist Keit Saarlaid believes that excellent customer service is not only about solving problems, but also about genuinely listening to people. Her calm mindset, empathy and solution-oriented attitude have helped her earn the trust of both customers and colleagues — and this year brought her the company’s Customer Champion of the Year award.
Keit’s working days are anything but routine. One moment she may be helping resolve a technical issue, the next she is meeting a customer face to face or leading a larger project. This variety is one of the reasons she loves her job. “For me, it is important that work does not become routine — here, every day is different, and the topics I deal with are very diverse. That keeps the work interesting and helps me grow,” she says.
Customer service where every day is different
Keit’s entire career has been connected to sales and customer service. She gained her first experience at Telia, which at the time was still known as Elion. Later, she worked at both Elion and EMT, where the fast pace and high expectations taught her a great deal about communication and focusing on solutions.
Keit joined Forus in 2017 through what was then USS Security, and today she has become one of the key people in the company’s customer support team. As a senior specialist, she supports customer service in resolving more complex matters, maintains relationships with the clients in her portfolio and handles a wide range of topics — from billing and project management to customer meetings and communication with cooperation partners. “I like that I can divide my working day between many different tasks,” she says.
In addition, once a year she organises a blood donor day at the Tallinn office, which she also sees as an important opportunity to contribute to something bigger.
Trust and human connection create a great customer experience
According to Keit, a great customer experience is not created by a quick response or a solved problem alone. “I believe a good service experience is created when the customer feels that their needs are understood and that they are truly being listened to.”
For Keit, it is important to remain calm in difficult situations and to focus on finding a solution rather than creating opposition. “I have learned that arguments and confrontation do not get you very far,” she says. “The key is to find balance — a solution that works for everyone.”
Keit says the people around her are what motivate her the most. “At Forus, there are people who genuinely support and care for one another, almost like in a family business. That supportive and close-knit atmosphere makes work enjoyable.”
Trust is also very important to her. “I really value having a manager who trusts my knowledge and experience and gives me the opportunity to find solutions independently,” Keit says.
She believes that a supportive team and a willingness to cooperate are what help resolve even the most challenging situations successfully.
A job that offers constant development
Keit says she is energised by the knowledge that every day brings an opportunity to learn something new. “Development is important and motivating for growth,” she says.
For those considering a career in customer service, she offers a simple piece of advice: “Communicate openly and humanly, because there is another person on the other side who is also looking for understanding. Often, a sincere and simple approach is the most effective.”
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Forus’ strength lies in the people who give their best every day for our customers, colleagues and the company as a whole. That is why each year we recognise employees whose dedication, professionalism and exemplary work have stood out in a special way. This year, we once again selected Forus’ best employees across eleven different categories. Through their attitude, actions and cooperation, these people inspire our entire team. Congratulations and a big thank you to everyone who received this recognition!
Together, we create a safe and sustainable environment. Join the Forus team and make your valuable contribution! You can find more information and contact forms on the Forus website.
