Customer Support Agent (CSA 0825) at Skroutz S.A

📍 Job Overview

Job Title: Customer Support Agent (CSA 0825)
Company: Skroutz S.A
Location: Athens, Attica, Greece
Job Type: Hybrid
Category: Customer Support
Date Posted: 2025-08-01
Experience Level: 2-5 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Provide outstanding support to users and merchants, building trust and delivering exceptional service throughout the order journey.
Handle inquiries, resolve problems, and address concerns, always striving to deliver the best possible solution.
Collaborate with internal teams, courier companies, and other stakeholders to continuously enhance support services.

📝 Enhancement Note: This role requires a strong customer-centric mindset, excellent communication skills, and the ability to thrive in a fast-paced, evolving environment. Familiarity with eCommerce and CRM systems is beneficial.

💻 Primary Responsibilities

User & Merchant Support: Assist users and merchants with order deliveries, returns, and any other post-order inquiries via email, chat, and phone.
Merchant Account Management: Support merchants with account setup, order management, and transaction-related concerns.
Collaboration: Work closely with shipping partners and courier companies to ensure smooth logistics and timely issue resolution.
Back-Office Tasks: Handle back-office tasks related to Marketplace post-order and after-sales processes.
Pain Point Identification: Proactively identify and address pain points for both users and merchants to improve their overall experience.
Feedback & Optimization: Offer feedback to internal teams to help optimize our platform, products, and services.

📝 Enhancement Note: This role requires strong problem-solving skills, empathy, and the ability to communicate effectively with customers, demonstrating professionalism and adaptability to different user personalities.

🎓 Skills & Qualifications

Education: Bachelor’s degree in a relevant field (e.g., Business, Marketing, or a related discipline).

Experience: Minimum 2 years of proven work experience in a customer support role, preferably in an eCommerce environment.

Required Skills:

Strong verbal and written communication skills in Greek and English.
Excellent problem-solving skills and a customer-centric mindset.
Attention to detail and critical thinking skills.
Strong interpersonal skills, a collaborative attitude, and a desire to learn new things.
Ability to multitask, prioritize, and manage time effectively.
Ability to adapt to change in a fast-paced, evolving environment.

Preferred Skills:

Familiarity with CRM systems, helpdesks, and practices. Knowledge of Zendesk is considered a plus.
Experience working in a hybrid or remote work environment.

📝 Enhancement Note: Candidates with experience in eCommerce customer support or a background in sales and customer service may find this role particularly suitable.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

N/A - This role does not require a web portfolio.

Technical Documentation:

N/A - This role does not require technical documentation.

💵 Compensation & Benefits

Salary Range: Competitive full-time salary (exact range not specified).

Benefits:

Ongoing training and development.
Access to books, online courses, and relevant resources.
Top of the line tools and equipment.
Private Medical Plan.
Hybrid Working.
Free gym membership at Golden Gym in Athens, plus OAKA cross training & running courses, Padel and online yoga.
For all New Skroutz Fathers, we offer 30 working days paternity leave (1.5 months in total).
Monthly childcare allowance for all Skroutz Parents.
Free Skroutz Plus subscription.

📝 Enhancement Note: Although the exact salary range is not specified, research indicates that Customer Support Agent salaries in Athens, Greece, typically range from €1,200 to €1,800 per month, depending on experience and the company's size. Skroutz is known for offering competitive compensation packages.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce and Marketplace.

Company Size: Medium to large (exact size not specified).

Founded: 2005.

Team Structure:

Customer Care team, operating 6 days a week, covering rotating shifts of either 6 hours per day (part-time) or 8 hours per day (full-time), with night shifts excluded.
Internal teams, including product, technology, and sales departments, collaborating with the Customer Care team to optimize support services.

Development Methodology:

Agile/Scrum methodologies and sprint planning for customer support processes.
Code review, testing, and quality assurance practices for platform development and optimization.
Deployment strategies, CI/CD pipelines, and server management for continuous improvement.

Company Website: Skroutz.gr

📝 Enhancement Note: Skroutz is committed to Equal Employment Opportunity without regard to race, color, national origin, ethnicity, gender, disability, sexual orientation, or religion. The company aims to create a diverse workforce and fosters a culture of mentoring, autonomy, and growth opportunities.

📈 Career & Growth Analysis

Customer Support Agent Career Level: Entry to mid-level. This role offers an opportunity to develop customer support skills, gain experience in eCommerce, and contribute to the growth of a leading online marketplace.

Reporting Structure: The Customer Support Agent will report directly to the Customer Care Team Lead or Manager.

Technical Impact: This role has a direct impact on user experience, merchant satisfaction, and the overall success of the Skroutz platform by ensuring exceptional customer support and issue resolution.

Growth Opportunities:

Progression to senior customer support roles or team leadership positions.
Transition to other departments, such as sales, product management, or technology, based on individual skills and interests.
Opportunities for professional development, including access to books, online courses, and relevant resources.

📝 Enhancement Note: Skroutz's expansion into Europe creates exciting growth opportunities for employees, with potential for international assignments and career progression as the company continues to expand its reach.

🌐 Work Environment

Office Type: Hybrid - a combination of on-site and remote work, with rotating shifts to ensure continuous customer support coverage.

Office Location(s): Athens, Greece.

Workspace Context:

Collaborative workspace with a focus on customer support and user experience.
Access to top-of-the-line tools and equipment to ensure effective and efficient support.
Opportunities for cross-functional collaboration with internal teams, courier companies, and other stakeholders.

Work Schedule: Rotating shifts of either 6 hours per day (part-time) or 8 hours per day (full-time), with night shifts excluded. The role can be either full-time or part-time, depending on the candidate's availability.

📝 Enhancement Note: Skroutz offers a hybrid working environment that balances on-site collaboration with the flexibility of remote work, allowing employees to maintain a healthy work-life balance while providing exceptional customer support.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, customer-centric mindset, and cultural fit.
Skill Assessment: A practical exercise or case study to evaluate problem-solving skills, empathy, and adaptability to different user personalities.
Final Interview: A discussion with the hiring manager or team lead to assess overall fit, motivation, and career aspirations.

Portfolio Review Tips:

N/A - This role does not require a web portfolio.

Technical Challenge Preparation:

Brush up on customer support best practices and eCommerce industry trends.
Prepare examples of problem-solving skills, empathy, and adaptability in customer support scenarios.
Familiarize yourself with Skroutz's platform, products, and services to demonstrate a strong understanding of the company and its offerings.

ATS Keywords: Customer Support, Problem Solving, Communication, Empathy, Attention to Detail, Critical Thinking, Interpersonal Skills, Time Management, Multitasking, Adaptability, CRM Systems, Zendesk Knowledge, E-commerce Familiarity, Collaboration, User Experience Improvement, Order Management.

📝 Enhancement Note: To optimize your application, ensure that your resume highlights relevant customer support and eCommerce experience, as well as any skills or achievements that demonstrate strong communication, problem-solving, and adaptability. Tailor your application to emphasize your fit for Skroutz's customer-centric culture and commitment to exceptional customer support.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

CRM system (e.g., Zendesk) for managing customer interactions and tracking issues.
Helpdesk software for organizing and prioritizing support tickets.
Email, chat, and phone communication channels for user and merchant support.

📝 Enhancement Note: Familiarity with Zendesk or other CRM systems is considered a plus for this role, as it will enable you to hit the ground running and provide effective support to Skroutz's users and merchants.

👥 Team Culture & Values

Customer Support Values:

Customer-centric: Always prioritize the customer's needs and strive to deliver exceptional service.
Empathetic: Understand and address customers' concerns with empathy and professionalism.
Problem-solving: Demonstrate strong problem-solving skills and a proactive approach to identifying and resolving issues.
Adaptability: Adapt to different user personalities and preferences, tailoring support to each individual's unique needs.

Collaboration Style:

Cross-functional: Collaborate with internal teams, courier companies, and other stakeholders to ensure seamless customer support and issue resolution.
Knowledge sharing: Contribute to a culture of learning and growth by sharing insights and best practices with your team and colleagues.
Continuous improvement: Regularly seek feedback and opportunities to enhance your skills and contribute to the optimization of support services.

📝 Enhancement Note: Skroutz fosters a culture of mentoring, autonomy, and growth opportunities, empowering employees to develop their skills and contribute to the company's success. By embracing a customer-centric mindset and demonstrating strong communication, problem-solving, and adaptability, you can thrive in this dynamic and supportive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing high volumes of customer inquiries and ensuring timely issue resolution.
Adapting to a fast-paced, evolving environment with continuous changes and updates to the Skroutz platform.
Balancing the needs of users and merchants, often requiring creative problem-solving and compromise.

Learning & Development Opportunities:

Access to ongoing training and development resources, including books, online courses, and relevant materials.
Opportunities for professional growth, including career progression and international assignments as Skroutz expands its reach in Europe.
Exposure to a wide range of customer support scenarios, enabling you to develop a diverse skill set and gain valuable experience in the eCommerce industry.

📝 Enhancement Note: By embracing the challenges and growth opportunities presented by this role, you can develop your customer support skills, gain experience in eCommerce, and contribute to the success of a leading online marketplace. Skroutz's commitment to employee development and growth ensures that you will have ample opportunities to learn, grow, and advance your career in a dynamic and supportive work environment.

💡 Interview Preparation

Technical Questions:

Customer Support Scenario: Describe a challenging customer support scenario you've faced in the past and how you handled it. What was the outcome, and what did you learn from the experience?
Problem-solving: How do you approach problem-solving in a customer support context? Can you walk us through your thought process and any relevant tools or resources you use to resolve issues efficiently?
Adaptability: How do you adapt to different user personalities and preferences? Provide an example of a time when you had to adjust your communication style or approach to meet a customer's unique needs.

Company & Culture Questions:

Customer-centric mindset: How do you ensure that you're always prioritizing the customer's needs and delivering exceptional service, even in challenging or high-pressure situations?
Continuous improvement: How do you stay up-to-date with industry trends and best practices in customer support? Can you share an example of a time when you implemented a new approach or strategy based on your research and learning?
Teamwork: How do you collaborate effectively with internal teams, courier companies, and other stakeholders to ensure seamless customer support and issue resolution? Can you provide an example of a successful cross-functional collaboration project or initiative?

Portfolio Presentation Strategy:

N/A - This role does not require a portfolio presentation.

📝 Enhancement Note: To prepare for your interview, focus on honing your customer support skills, problem-solving abilities, and adaptability. Research Skroutz's platform, products, and services, and be ready to demonstrate your understanding of the company and its commitment to exceptional customer support. By showcasing your customer-centric mindset, strong communication skills, and ability to thrive in a fast-paced, evolving environment, you'll be well-positioned to succeed in this role.

📌 Application Steps

To apply for this Customer Support Agent (CSA 0825) position at Skroutz S.A:

Submit your application through the application link provided on the job listing.
Tailor your resume to highlight relevant customer support and eCommerce experience, as well as any skills or achievements that demonstrate strong communication, problem-solving, and adaptability.
Prepare for the phone/video screen by brushing up on customer support best practices and eCommerce industry trends.
Research Skroutz's platform, products, and services to ensure you're well-informed and can demonstrate your understanding of the company and its offerings.
Practice problem-solving exercises and adaptability scenarios to showcase your customer support skills and ability to thrive in a fast-paced, evolving environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Agent (CSA 0825)