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E-COMMERCE CUSTOMER SERVICE ASSISTANT

City:  Athens
Country/Region:  GR
Application Deadline:  30/4/2024

We are currently seeking for an E Commerce Customer Service Assistant to join our E Commerce team in Αthens.

 

The e commerce customer service assistant continuously aims to achieve outstanding customer service. Will be the first point of contact for online customer queries to be managed via email and phone. Will deliver proactive customer service and feedback within promised response time. 

  

What to expect from the role 

 

  • Ensure our customers always receive exceptional support via email and phone calls.

  • Communicate pro-actively with customers and other stakeholders.

  • Process customer requests in a timely manner using available tools.

  • Ensure that requests are handled in accordance with the company's policies, processes, and procedures. 

  • Respond to pricing and product requests, order status, tracking inquiries and cancellations.

  • Provide promotion support, being knowledgeable about current offers, terms and conditions.

  • Handle account and billing issues, along with order troubleshooting and returns, based on policy provided.

  • Assist customers on arranging returns, if needed.

  • Gather customer feedback and forwarding it to relevant units.

  • Handle complaints and make sure the customer is always satisfied with the outcome by going above and beyond.

  • Interact with other areas of the business e.g. retail, merchandising, sales.

  • Provide ad hoc support to e-commerce operational activities.

 

What we're looking for 

 

  • Previous experience in a customer service role, preferably related to E Commerce

  • Excellent communication skills with the ability to use positive language (written and verbal)

  • Strong customer service orientation. Be polite & empathetic towards our customers as well as a quick problem-solver.

  • Be well organised, results driven and capable of working to tight deadlines with attention to detail.

  • Ability to multitask and prioritise in a fast-paced environment.

  • Flexible team player with the ability to deal with tasks independently.

  • Excellent knowledge of Greek language.

  • Good knowledge of English language.

  • IT literate (Ms Office).  

  • SFSC experience will be considered an asset.

  • A University degree in Business administration, PR or similar will be considered an asset.

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