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.

Responsibilities

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)

Requirements

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