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Job Description
Title: Agent
Area: Operations
Format: Remote
Reports to: Team Leadershe
Vacation, absence and/or leave coverage
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During vacation periods, the holder of this position will be covered by.
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The holder of this position will be responsible for covering the vacations of.
Internal/External Communications
Internal (within the area)
- Team Leader
- Coordinator
- Senior Manager
- CMO
Other areas
- Training and QTK
- RTA
- WFT
- Human Resources
External
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Customer
Position Objective
Provide exceptional and efficient service to customers, handling inquiries, requests and complaints professionally, in order to ensure customer satisfaction, foster loyalty and meet key performance indicators (KPIs)
Functions
Customer service
- Provide exceptional customer service
- Handle the various customer service communication channels provided by the company (phone, email and live chat).
- Address the inquiries required by customers in a timely manner and with a solution-focused approach.
- Resolve customer inquiries efficiently and effectively by following the protocols established by the company.
- Manage customer requests and complaints.
- Follow up on pending cases.
- Maintain a professional and empathetic manner with customers and company colleagues.
- Assist quickly and accurately with each customer's order, return and exchange processes.
- Guide customers in the use of products and services, providing basic technical solutions when necessary
- Escalate complex cases to the appropriate support level, following the defined processes to ensure the proper solution.
Information management
- Stay up to date on changes, announcements and all information provided by the company.
- Keep detailed records of customer interactions in the CRM system.
- Update the database provided by the company with relevant customer information and inquiries.
Continuous improvement
- Participate in the ongoing training and development sessions established by the company.
- Comply with the company's internal policies, manuals, guidelines and procedures.
- Identify and communicate areas for improvement in customer service processes.
- Work closely with other departments to resolve complex problems and ensure customer satisfaction.
- Share customer feedback and suggestions with the management team to improve the customer experience.
- Perform all other duties requested by the immediate supervisor that are specific to the position.
Responsibilities
- Ensure customer satisfaction by making sure every interaction is professional, empathetic and focused on effectively meeting the customer's needs.
- Maintain the confidentiality and security of the information provided by the company for the performance of their duties.
- Meet the performance indicators (KPIs) specific to their profile
Position Requirements
Academic background
- High school diploma: YES
- Technical: Desirable
- Technologist: Desirable
- Bachelor's degree: Desirable
- Postgraduate: N/A
- Other: N/A
- Field of study: Customer service or similar roles
- Additional experience: BPO/Contact Center processes
Additional knowledge
- Language proficiency: Greek C2 and English B2
- Microsoft Office (PowerPoint, Word, Excel): Basic/intermediate
- CRM tools, Salesforce, Playvox, Hurrier, chat and ticketing systems: Intermediate
- Use of Google tools such as (Drive, Slides, Forms, Docs, Sheets, Calendar).: Basic
Required experience
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6 months or more
Job competencies
- Excellent oral and written communication skills (typing speed, diction, grammar, fluency and accuracy).
- Ability to multitask and work in a dynamic environment.
- Positive, empathetic and customer-oriented attitude.
- Strong work ethic
- Frustration tolerance
- Adaptability to the work environment and to customer needs
- Emotional intelligence
- Conflict resolution and/or management.
- Handling difficult customers with a professional attitude
- Time management and prioritization
- Handling variable workloads
- Availability to work rotating shifts
Shënime:
Please send your Cv at : [email protected]