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
Responsibilities
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Managing customers’ inquiries coming from multiple channels (phone calls, emails, live chat, social media) providing accurate and complete information
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Identifying and assessing customers’ needs to achieve satisfaction by using the right tools
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Following company’s procedures, guidelines, and policies to provide the right information to customers
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Resolving customers’ complaints and managing difficult situations while maximizing customer satisfaction
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Escalating difficult or unresolved issues to the supervisor or to different departments if needed
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Communicating clearly and gently with all customers
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Making recommendations to address weak spots or to improve existing processes
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Assisting with ad hoc department’s projects (such as picking/packing occasionally)
Qualifications
Nice to have
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1-3 years of experience in customer service preferable in an e-business sector
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University Degree in any discipline will be considered a plus
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Familiarity with Entersoft Business suite and or other ERP / CRM software solutions will be highly appreciated
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Advanced computer knowledge of Microsoft Suite is required
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Excellent verbal and written communication skills both in Greek and English
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Customer service excellence with commitment to quality
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Well organized, flexible and able to work in a high-volume, fast-paced environment
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Ability to adapt and / or respond to different types of personalities
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Ability to multi-task, prioritize, and manage time effectively
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Ability to work well in a team environment and present a professional demeanor
Additional Information
Benefits
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A great opportunity to contribute to the evolution of the company towards becoming the leading Greek truly omnichannel retailer