Εκπρόσωπος Εξυπηρέτησης πελατών / Customer Support Representative

📍 Job Overview

• Job Title: Εκπρόσωπος Εξυπηρέτησης πελατών / Customer Support Representative
• Company: CQS SA
• Location: Athens, Attikí, Greece
• Job Type: Hybrid (3 days in-office)
• Category: Customer Support
• Date Posted: 2025-06-20
• Experience Level: Entry-level to 2 years
• Remote Status: On-site with hybrid option

🚀 Role Summary

• Key Responsibilities: Serve as the primary point of contact for customers, resolving their issues, and enhancing their service experience.
• Key Skills: Excellent communication, customer service, goal achievement, computer literacy, and English proficiency.
• 📝 Enhancement Note: This role requires a strong focus on customer satisfaction and the ability to multitask and work well under pressure.

💻 Primary Responsibilities

• Customer Interaction: Handle inbound calls, emails, and chats from customers, addressing their inquiries and concerns.
• Issue Resolution: Troubleshoot and resolve customer issues, escalating complex problems to higher-level support when necessary.
• Service Enhancement: Continuously improve customer service by identifying trends, gathering feedback, and suggesting improvements.
• Goal Achievement: Meet and exceed individual and team service level agreements (SLAs) and key performance indicators (KPIs).
• 📝 Enhancement Note: This role may also involve outbound calls for proactive customer support and account management.

🎓 Skills & Qualifications

Education: High school diploma or equivalent.

Experience: Entry-level to 2 years of experience in customer service or a call center role is preferred but not required.

Required Skills:

• Excellent communication skills in Greek and English
• Strong problem-solving skills
• Ability to multitask and work well under pressure
• Proficiency in computer use and basic software applications
• 📝 Enhancement Note: Previous experience in a call center or customer service role is considered an asset.

Preferred Skills:

• Familiarity with CRM software
• Knowledge of sales or customer service processes
• Experience with customer service metrics and KPIs

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between €1,200 and €1,600 gross per month, based on local market standards and the candidate's experience level. This estimate is inclusive of overtime and bonuses.

Benefits:

• Monthly salary with overtime and bonuses
• Insurance coverage
• Training and continuous education
• Hybrid work model with the option to work from home based on performance
• Refer a friend program with bonuses
• Career development opportunities
• 📝 Enhancement Note: The salary range provided is an estimate and may vary based on the candidate's qualifications and experience.

Working Hours: 8 or 6-hour shifts, 5 days a week, with morning and afternoon shifts available. The hybrid work model allows for some flexibility in working hours based on performance and team needs.

🎯 Team & Company Context

🏢 Company Culture

Industry: Business process outsourcing (BPO) and customer experience management.

Company Size: Medium to large, with over 1,300 employees.

Founded: 1995

Team Structure:

• The customer support team consists of customer service representatives, team leaders, and support managers.
• The team follows a hierarchical structure with clear lines of communication and reporting.
• Cross-functional collaboration occurs with various departments, such as sales, marketing, and operations.

Development Methodology:

• The company uses a structured approach to customer service, with well-defined processes and workflows.
• Regular training and coaching sessions are provided to ensure high-quality customer service.
• 📝 Enhancement Note: The company's culture emphasizes continuous improvement and innovation, with a focus on delivering exceptional customer experiences.

📈 Career & Growth Analysis

Customer Support Representative Career Level: Entry-level to 2 years of experience. This role involves handling customer inquiries and troubleshooting issues, with a focus on delivering exceptional customer service.

Reporting Structure: Reports directly to the Team Leader or Support Manager.

Technical Impact: This role directly impacts customer satisfaction and loyalty by addressing their concerns and resolving their issues promptly and effectively.

Growth Opportunities:

• Team Leader: After gaining experience and demonstrating strong performance, customer service representatives may have the opportunity to advance to a team leader role, overseeing a team of customer service representatives and supporting their development.
• Support Manager: With additional experience and proven leadership skills, team leaders may progress to a support manager role, responsible for managing multiple teams and driving customer service excellence.
• 📝 Enhancement Note: Career growth opportunities are dependent on individual performance, team needs, and business requirements.

🌐 Work Environment

Office Type: Modern, well-equipped call center with a collaborative and supportive work environment.

Office Location(s): Central Athens, with easy access to public transportation.

Workspace Context:

• The workspace is designed to facilitate collaboration and communication among team members.
• Each workstation is equipped with a computer, headset, and other necessary tools for customer service representatives to perform their duties effectively.
• 📝 Enhancement Note: The hybrid work model allows for some flexibility in working arrangements, with the option to work from home based on performance and team needs.

Work Schedule: The work schedule is structured to accommodate customer service needs, with shifts available during peak hours and weekends. The hybrid work model offers some flexibility in working hours based on performance and team needs.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills and basic customer service knowledge.
2. In-depth Interview: A more comprehensive interview to discuss the candidate's problem-solving skills, customer service experience, and cultural fit.
3. Role-Play Scenario: A role-play scenario to evaluate the candidate's customer service skills and ability to handle challenging customer situations.
4. Final Decision: A final decision is made based on the candidate's performance throughout the interview process.

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation (N/A for this role)

ATS Keywords: Customer service, communication, problem-solving, multitasking, CRM, call center, customer satisfaction, KPIs, SLAs, teamwork, customer experience, sales, account management, customer support.

📌 Application Steps

To apply for this customer support representative position:

1. Submit your application through the provided application link.
2. Prepare for the phone/video screen by practicing your communication skills and brushing up on your customer service knowledge.
3. Research the company and its customer service processes to demonstrate your understanding and enthusiasm for the role during the in-depth interview.
4. Prepare for the role-play scenario by practicing your customer service skills and developing strategies for handling challenging customer situations.
5. Follow up on your application status and be prepared for a final decision based on your performance throughout the interview process.

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