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. • 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) • 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 • 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