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Job Title

Customer Service Representative (CSR)

Department

Customer Service

Level

Junior

Location

Athens, Greece

Role Description

The Customer Service Representative (CSR) is responsible for providing support for a wide range of services. As the first point of contact, the CSP will represent the brand promise by delivering a low-effort experience and driving a complete resolution of the customer’s needs. The CSP will support customers, partners, and employees through a variety of channels, such as phone, email, and chat. Complex and out-of-scope work will be passed quickly to the next level of support.

Required Skills

  • Handling and driving the resolution of the inbound requests coming through different channels (phone, chat, email, and web) and on different platforms
  • Analyzing the problem and providing resolution by investigating potential solutions using troubleshooting skills and all available resources When needed, hand over the case to different internal teams.
  • Training, educating, and guiding the customer on all supported applications as per the customer’s requirements.
  • Preparing the needed documentation.
  • Collaborating with internal and external stakeholders and organizations
  • Delivering any other tasks assigned by the direct TTL or manager.

Qualifications & Certificates

Education

  • University degree will be a plus.

Skills:

  • Fluency in written and spoken English is required; another language will be an asset.
  • computer-savvy and confident in their ability to make full use of the Internet.
  • Strong listening skills are needed to ensure a detailed understanding of the support request and to remain calm in stressful situations.
  • Strategic thinking, being decisive, identifying the root cause, and looking beyond the initial symptoms.
  • Focused on outcome, ensuring a satisfactory resolution for the customer.
  • Understands customer and business needs and learns quickly and eagerly.
  • Self-assured, self-motivated, and inspires others to succeed.
  • They are proactive and open to sharing information, and they are always looking for what is best for the customer.
  • Outstanding problem-solving abilities.
  • Empathy and related soft skills are important for establishing customer rapport.