e-commerce customer service agent

The role of the E- Commerce Customer Service Agent is to be responsible for handling in the best possible way customers’ inquiries through various channels: phone calls, emails, live chat, social media etc., providing a friendly, professional, and personalized customer service experience.

Job Description

• Managing customers’ inquiries coming from multiple channels (phone calls, emails, live chat, social media) providing accurate and complete information
• Identifying and assessing customers’ needs to achieve satisfaction by using the right tools
• Following company’s procedures, guidelines, and policies to provide the right information to customers
• Resolving customers’ complaints and managing difficult situations while maximizing customer satisfaction
• Escalating difficult or unresolved issues to the supervisor or to different departments if needed
• Communicating clearly and gently with all customers
• Making recommendations to address weak spots or to improve existing processes
• Assisting with ad hoc department's projects (such as picking/packing occasionally) 

Qualifications

• 1-3 years of experience in customer service preferable in an e-business sector
• University Degree in any discipline will be considered a plus
• Familiarity with Entersoft Business suite and or other ERP / CRM software solutions will be highly appreciated
• Advanced computer knowledge of Microsoft Suite is required
• Excellent verbal and written communication skills both in Greek and English
• Customer service excellence with commitment to quality
• Well organized, flexible and able to work in a high-volume, fast-paced environment
• ability to adapt and / or respond to different types of personalities
• Ability to multi-task, prioritize, and manage time effectively
• Ability to work well in a team environment and present a professional demeanor

Additional Information

• A great opportunity to contribute to the evolution of the company towards becoming the leading Greek truly omnichannel retailer
• Performance-based competitive bonus scheme
• Private Medical Plan
• Monthly meal card
• Career development and growth opportunities
• Significant discounts on company’s products
• Brand New, modern, and pleasant HQ offices