• Punët
• Rreth nesh
• Për punëdhënësit

Ongoing improvement

• Take part in the company's continuing training and development sessions.
• Adhere to internal company policies, manuals, guidelines and procedures.
• Recognize opportunities to improve customer service processes and communicate them.
• Collaborate closely with other departments to address complex issues and maintain customer satisfaction.
• Relay customer comments and suggestions to management to help enhance the customer experience.
• Carry out any other role-specific duties assigned by the immediate supervisor.

Key responsibilities

• Support customer satisfaction by keeping every interaction professional, empathetic and directed toward meeting customer needs effectively.
• Protect the confidentiality and security of company information supplied for carrying out the role.
• Achieve the performance indicators (KPIs) assigned to the role's profile.

Qualifications

Requirements for the role

Educational background

• High school diploma: Required.
• Technical qualification: Preferred.
• Technologist qualification: Preferred.
• Bachelor's degree: Preferred.
• Postgraduate qualification: Not applicable.
• Other qualifications: Not applicable.
• Study area: Customer service or comparable roles.
• Further experience: Processes within BPO/Contact Center operations.

Additional skills and knowledge

• Language skills: Proficiency at Greek C2 and English B2 levels.
• Microsoft Office (PowerPoint, Word, Excel): Basic to intermediate proficiency.
• CRM tools, Salesforce, Playvox, Hurrier, chat and ticketing systems: Intermediate proficiency.
• Google tools, including Drive, Slides, Forms, Docs, Sheets and Calendar: Basic proficiency.

Experience needed

• A minimum of 6 months of experience.

Role-related competencies

• Highly developed spoken and written communication, including typing speed, diction, grammar, fluency and accuracy.
• Capacity to manage multiple tasks in a changing work environment.
• A constructive, empathetic approach that puts customers first.
• A committed approach to work and strong professional ethics.
• Ability to cope with frustration.
• Flexibility in responding to the working environment and customer needs.
• Ability to understand and manage emotions.
• Skills in resolving and/or managing conflict.
• Professional conduct when dealing with challenging customers.
• Ability to organize time and set priorities.
• Capacity to manage fluctuating workloads.
• Willingness and availability to work rotating shifts.

Required documents

• A CV.