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