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