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Κέντρο Εξυπηρέτησης / Call Center

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Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.Customer Service Agent is ultimately the everyday point of contact of Ayvens with all drivers. The role includes interactions with Ayvens’ clients &amp; drivers to provide them information related with their vehicles, aiming to ensure their mobility. Also, he/she is responsible to reply to the incoming calls from drivers, answer inquiries and questions, provide support, handle complaints, and resolve them. The ideal candidate for this position will have a working experience in call center and strong communicational skills. The role supports excellent customer service with focus on providing a great customer experience. The ideal candidate resolves typical problems, communicates solution, or requested information to the customer, solves problems in straightforward situations and builds relationships with customers through follow-up of services.&nbsp;&nbsp;Responsibilities:&nbsp;<ul><li>Assist customers’ inquiries via telephone, email (Answer to incoming calls and respond to emails)&nbsp;</li><li>Coordinate with other functions and departments in order to reply to drivers&nbsp;</li><li>Handle drivers' requests for car maintenance and provide support to drivers in the event of accidents&nbsp;</li><li>Handle and resolve drivers’ complaints straightforward by taking the initiative&nbsp;&nbsp;</li><li>Record all interactions with drivers in the relevant CRM tool and ensure that all tasks are completed&nbsp;</li><li>Provide accurate, valid and complete information by using the right methods/tools&nbsp;</li><li>Provide a great customer experience&nbsp;&nbsp;</li><li>Meet personal/customer service team targets&nbsp;&nbsp;</li><li>Keep records of customer interactions, process customer accounts and file document&nbsp;</li><li>Identify and escalate situations requiring attention&nbsp;</li><li>Identify and assess customers’ needs to achieve satisfaction&nbsp;</li></ul>Qualifications and skills:&nbsp;<ul><li>Previous experience in customer support or client service representative role, will be considered an asset&nbsp;</li><li>Ability to demonstrate customer passion&nbsp;</li><li>Ability to multi-task, prioritize, and manage time effectively&nbsp;</li><li>Ability to work under pressure and meet tight deadlines&nbsp;</li><li>Strong interpersonal and communication skills&nbsp;</li><li>Organizational skills and problem solving capabilities&nbsp;</li><li>Highly motivated, target driven and results oriented&nbsp;</li><li>Excellent PC skills, including relevant CRM tools&nbsp;</li><li>Fluency in English language- verbal and written&nbsp;</li><li>Solid verbal and written communication skills&nbsp;</li><li>Positive attitude &amp; pleasant personality with eager to work and strong team spirit&nbsp;</li><li>University Degree will be consider as an asset&nbsp;</li><li>Familiarity with automobiles, will be considered an asset&nbsp;</li></ul>

Customer Service Agent

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.This position plays a critical role within the Commercial department in order to secure the smooth progression of all processes related to the Direct Retail Team. The role is responsible to provide support to the members of SME New Business and Account Management teams in several tasks such as the preparation of client proposals, order process management and reporting. The role is part of the Direct Retail Team which is comprised by Sales and Account Executives as well as SME Team Manager.📌 Key Accountabilities<ul><li>Answer to every incoming call and respond to emails</li><li>Follow up all requests until they are closed</li><li>Collect the appropriate documents for credit control</li><li>Prepare and send proposals to clients within the agreed timeframe</li><li>Ensure that all actions and steps related to order process are done in a timely manner and accuracy&nbsp;</li><li>Keep the sales information systems updated</li><li>Responsible of filling all documents related to clients</li><li>Coordinate with all departments in order to ensure that clients requests are handled efficiently</li><li>Identify and escalate situations requiring attention</li><li>Adhere to company policies and guidelines and ensure that the communication style is in line with the Ayvens General Rules and brand identity</li><li>Meet all agreed SLA’s and Key Performance Indicators (KPI’s).</li></ul> 📌 Qualifications and Skills:<ul><li>General education degree or equivalent (University Degree will be preferred)</li><li>Customer services experience over the telephone</li><li>Excellent Customer service skills</li><li>Ability to type with speed and accuracy</li><li>Knowledge of CRM tools and relevant system applications</li><li>Knowledge of supporting and administrative processes</li><li>IT literate with excellent command of MS Office suite</li><li>Very good command of English - verbal and written</li><li>Ability to manage data collection and filing</li><li>Excellent interpersonal and communication skills – verbal and written</li><li>Ability to multitask</li><li>Strong listening skills</li><li>Being able to use empathy (Interpersonal sensitivity) &nbsp;</li><li>Be able to divert pressure and keep calm under stressful conditions &nbsp;</li></ul>

Direct Retail Coordinator

Τhe Flex Operations Advisor supports the end-to-end execution of Ayvens’ flexible fleet services. This role is essential for monitoring daily operations, controlling costs, and providing the Flex Operations Manager with critical insights through data analysis and performance reporting. By identifying opportunities for efficiency, cost optimization, and service improvement, the Advisor ensures that daily operations run smoothly and align with Ayvens’ customer-centric, cost-effective service standards.Key ResponsibilitiesOperational Oversight &amp; Execution<ul><li>Manage and monitor daily operational tasks including vehicle coordination, partner communication, and SLA follow-up.</li><li>Ensure consistent alignment with external service partners (e.g. Rent-a-Car suppliers) to maintain high-quality, cost-efficient service.</li><li>Track and address operational issues proactively to ensure seamless delivery of Flex Mobility solutions.</li><li>Maintain compliance with internal policies and operational standards.</li></ul>Data Analysis &amp; Reporting<ul><li>Collect, consolidate, and analyze operational data (fleet utilization, idle time, service timelines, etc.) to support performance evaluation.</li><li>Create recurring and ad-hoc reports and dashboards for the Flex Operations Manager, contributing to strategic decision-making.</li><li>Monitor key performance indicators (KPIs) and provide actionable recommendations based on data-driven insights.</li><li>Support forecasting and resource planning initiatives through accurate operational data analysis.</li></ul>Continuous Improvement &amp; Optimization<ul><li>Participate in cross-functional projects to streamline processes, reduce operating costs, and enhance service consistency.</li><li>Collaborate with the Manager to review current workflows and identify opportunities for automation, digitization, or lean optimization.</li><li>Escalate inefficiencies and suggest data-backed improvement plans.</li></ul>Cross-Functional Collaboration<ul><li>Liaise closely with the Commercial, Procurement, and Finance teams to align operational execution with strategic goals.</li><li>Coordinate with external vendors to track and manage service levels and cost compliance.</li><li>Act as a key link between internal departments to ensure accurate data sharing and consistent service experience.</li></ul>Key Skills &amp; Qualifications<ul><li>Bachelor’s degree in Business, Logistics, Operations Management, or a related field.</li><li>2+ years of experience in operations, logistics, fleet, or mobility services preferred.</li><li>Familiarity with KPIs, fleet management systems, and operational reporting tools.</li><li>Strong analytical and problem-solving abilities</li><li>Proficiency in Excel, Power BI, or similar tools for reporting and data visualization</li><li>Operational cost management and performance tracking</li><li>Technologically literate and comfortable working with digital tools and dashboards</li><li>Fluent in English (spoken and written)</li><li>Attention to detail and process discipline</li><li>Ability to work independently while aligning with team goals</li><li>Effective communicator and collaborator</li><li>Time management and ability to handle multiple priorities</li><li>Customer-focused mindset with an orientation toward results and service quality</li></ul>

Flex Operations Advisor

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.Orders and Deliveries Specialist is a pivotal role in managing vehicle orders and deliveries, handling client and driver requests, and ensuring smooth communication between various stakeholders and ensure high levels of client satisfaction.&nbsp;Responsibilities:&nbsp;<ul><li>Handling Client and Driver requests:&nbsp;<ul><li>Prioritize prompt responses to incoming calls and emails to maintain good communication with clients, drivers, and other stakeholders.</li><li>Address client and driver requests in a timely manner, resolving any issues or concerns they may have efficiently.</li><li>Cultivate a professional and friendly relationship with key contacts to ensure client satisfaction.</li></ul></li><li>Managing Orders of New Cars:<ul><li>Receive and register orders from the Operational department, ensuring accuracy and correctness.</li><li>Ensure all reports are generated accurately and delivered to relevant departments within agreed timeframes.</li><li>Verify price agreements and discounts provided by dealers to ensure alignment with calculations.</li></ul></li><li>Ensuring Efficiency in Delivery process and enhance Driver Experience:<ul><li>Coordinate with all stakeholders involved in the delivery process, including suppliers, clients, and drivers, to ensure smooth and timely vehicle deliveries.</li><li>Track vehicle delivery requests until they are successfully completed, ensuring all necessary documentation is prepared and sent to drivers within agreed timeframes.</li><li>Provide assistance to drivers throughout the delivery process, ensuring their experience is smooth and satisfactory.</li><li>Maintain accurate records in Ayvens' systems regarding delivery schedules, vehicle transportation, and aftermarket placements.</li><li>Coordinate with dealers to schedule delivery dates and update records accordingly in the core system.</li><li>Coordinate the issuance of registration numbers and car insurance for new vehicles, ensuring compliance with relevant regulations and procedures.</li></ul></li><li>Contribute to the Invoicing process:<ul><li>Firmly support the accurate invoicing process for clients and suppliers as well, by booking invoices and ensuring all necessary documentation is prepared for vehicle delivery.</li></ul></li><li>Handling Complaints and Escalating Issues:<ul><li>Address drivers' and clients' complaints promptly, communicating with dealers or other relevant parties to resolve issues.</li><li>Identify and escalate any situations requiring further attention to ensure timely resolution.</li></ul></li></ul>&nbsp;Qualifications and skills:<ul><li>A Bachelor’s degree in business administration, logistics, supply chain management or a related field is often preferred.</li><li>Excellent verbal and written communication skills are essential for interacting with clients, drivers, suppliers, and other stakeholders.</li><li>Ability to address client and driver inquiries, concerns, and complaints with empathy and professionalism.</li><li>Ability to communicate clearly, concisely, and professionally in a variety of situations.</li><li>Exceptional organizational and time management skills to manage multiple tasks, prioritize workload, and meet deadlines effectively.</li><li>Attention to detail to ensure accuracy in documentation and record-keeping.</li><li>Ability to think critically with strong problem-solving skills to address order and delivery related issues, resolve conflicts, and make decisions under pressure.</li><li>Ability to work collaboratively with internal teams, external vendors, and clients to achieve common goals.</li><li>Proficiency in using computer software and relevant tools, including email clients, CRM systems, and Microsoft Office suite (Word, Excel, PowerPoint).</li><li>Adaptability to a dynamic work environment with shifting priorities and evolving requirements.</li><li>Good command of English – verbal and written&nbsp;</li></ul>

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